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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following would you expect to find in a contract for an underpinning service?
1. Service vision and mission
2. Service description and scope
3. Responsibilities and dependencies

A) 2 and 3 only
B) 1 and 2 only
C) 1 and 3 only
D) None of the above

2. The ITIL CORE publications are structured around the Service Lifecycle. Which of the following statements about ITIL complementary guidance is CORRECT?

A) It provides guidance to specific industry sectors and types of organization
B) It provides the guidance necessary for an integrated approach as required by ISO/IEC
20000
C) It is also structured around the Service Lifecycle
D) It consists of five publications

3. What are the two major processes in Problem Management?

A) Proactive and Reactive
B) Technical and Service
C) Reactive and Technical
D) Resource and Proactive

4. Reliability is a measure of:

A) How long a service or component can perform its function without failing
B) The availability of a service or component
C) A measure of how quickly a service or component can be restored to normal working
D) The level of risk that could impact a service or process

5. Which of the following statements is CORRECT?

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

Solutions: