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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of these is the correct set of steps for the Continual Service Improvement Model?

A) What is the vision?; Where are we now?; Where do we want to be?; How do we get there?;
Did we get there?; How do we keep the momentum going?
B) Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
C) Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
D) Devise a strategy; Design the solution; Transition into production; Operate the solution;
Continually Improve

2. A Known Error has been raised after diagnosis of a Problem was complete but before a workaround has been found. Is this a valid approach?

A) No, a Known Error must be raised at the same time as a problem
B) No, a Known Error can only be raised after the permanent resolution has been implemented
C) No, the workaround must be found before a Known Error is created
D) Yes

3. Which Function would provide staff to monitor events in an Operations Bridge?

A) Service Desk
B) Applications Management
C) Technical Management
D) IT Operations Management

4. "Planning and managing the resources required to deploy a release into production" is a purpose of which part of the Service Lifecycle?

A) Service Strategy
B) Service Operation
C) Service Transition
D) Continual Service Improvement

5. Which of the following sentences BEST describes a Standard Change?

A) A Change to the service provider's established policies and guidelines
B) A Change that correctly follows the required Change process
C) A Change that is made as the result of an audit
D) A pre-authorised Change that has an accepted and established procedure

Solutions: