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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Within Service Design, what is the key output handed over to Service Transition?

A) Service Portfolio Design
B) Process definitions
C) Service Design Package
D) Measurement, methods and metrics

2. Which of the following is step 1 in the 7 Step Improvement Process?

A) Prepare for action
B) Identify gaps in Service Level Agreement (SLA achievement
C) Where are we now?
D) Define what you should measure

3. One of the five major aspects of Service Design is the design of service solutions. Which of the following does this include?

A) Requirements, resources and capabilities needed and agreed
B) Only requirements needed and agreed
C) Only capabilities needed and agreed
D) Only resources and capabilities needed

4. Identify the input to the Problem Management process

A) Request for Change
B) New Known Errors
C) Problem Resolution
D) Incident Records

5. A Process Owner has been identified with an "I" in a RACI matrix. Which of the following would be expected of them?

A) Tell others about the progress of an activity
B) Be kept up to date on the progress of an activity
C) Manage an activity
D) Perform an activity

Solutions: