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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. IT Operations Management have been asked by a customer to carry out a non-standard activity that will cause them to miss an agreed service level target. How should they respond?

A) Refuse the request because they must operate the service to meet the agreed service levels
B) Make a decision based on balancing stability and responsiveness
C) Accept the request as they must support customer business outcomes
D) They should escalate this decision to Service Strategy

2. Which of the following would NOT trigger Service Level Management activity?

A) Service breaches
B) Changes in strategy or policy
C) Standard Changes
D) Service review meetings

3. The goal of which process is: "To improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the lifecycle"?

A) Availability Management
B) Knowledge Management
C) Service Asset and Configuration Management
D) Change Management

4. What are the three Service Provider business models?

A) Internal Service provider, External Service provider, Outsourced 3rd Party
B) Internal Service provider, Outsourced 3rd party and Off-shore party
C) Internal Service provider, External Service provider, Shared Service Provider
D) Internal Service Operations provider, External Service Operations provider, Shared Service
Unit

5. What is the BEST description of the purpose of Service Operation?

A) To decide how IT will engage with suppliers during the Service Management Lifecycle
B) To deliver and manage IT Services at agreed levels to business users and customers
C) To design and build processes that will meet business needs
D) To proactively prevent all outages to IT Services

Solutions: