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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

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

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

2. The MAIN purpose of the Service Portfolio is to describe services in terms of?

A) IT Assets
B) Business Value
C) Functionality
D) Service Level Requirements

3. What are the key processes within Service Operation?

A) Incident and Problem Management, Service Desk, Request Fulfilment and Event
Management
B) Event Management, Incident Management, Request Fulfilment and Access Management
C) Incident Management, Service Desk, Request Fulfilment, Access Management and Event
Management
D) Event Management, Incident and Problem Management, Request Fulfilment and Access
Management

4. Which of the following options is a hierarchy that is used in Knowledge Management?

A) Knowledge - Wisdom - Information - Data
B) Information - Data - Knowledge - Wisdom
C) Wisdom - Information - Data - Knowledge
D) Data - Information - Knowledge - Wisdom

5. What is a RACI model used for?

A) Defining roles and responsibilities
B) Recording Configuration Items
C) Monitoring services
D) Performance analysis

Solutions: