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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following is NOT a valid objective of Problem Management?

A) To manage Problems throughout their lifecycle
B) To prevent Problems and their resultant Incidents
C) To minimise the impact of Incidents that can not be prevented
D) To restore service to a user

2. To add value to the business, what are the four reasons to monitor and measure?

A) Report; Manage; Improve; Extend
B) Plan; Predict; Report; Justify
C) Manage; Monitor; Diagnose; Intervene
D) Validate; Direct; Justify; Intervene

3. Which of the following statements is CORRECT?

A) Process owners are more important to service management than service owners
B) Service owners are more important to service management than process owners
C) Service owners are as important to service management as process owners
D) Process owners and service owners are not required within the same organization

4. Who has the responsibility for review and risk analysis of all suppliers and contracts on a regular basis?

A) The Service Catalogue Manager
B) The IT Service Continuity Manager
C) The Supplier Manager
D) The Service Level Manager

5. Which of the following is NOT a FUNCTION?

A) Technical Management
B) Application Management
C) Service Desk
D) Incident Management

Solutions: