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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What imbalance does this represent?

A) Extreme focus on quality
B) Extreme focus on cost
C) Excessively proactive
D) Excessively reactive

2. Which process is responsible for discussing reports with customers showing whether services have met their targets?

A) Continual Service Improvement
B) Service Level Management
C) Business Relationship Management
D) Availability Management

3. The lifecycle stages of IT Service Continuity Management are?

A) Strategy; Design; Transition; Operation; Continual Improvement
B) Initiation; Requirements and Strategy; Implementation; Ongoing Operation
C) Plan; Do; Check; Act
D) Strategy; Requirements; Planning; Communication; Testing; Invocation

4. Which of the following are goals of Service Operation?
1. To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to the business
2. The successful release of services into the live environment

A) 2 only
B) 1 only
C) Neither of the above
D) Both of the above

5. Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility of which role?

A) The Configuration Manager
B) The Information Security Manager
C) The Change Manager
D) The Service Level Manager

Solutions: