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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. The BEST definition of an Incident is:

A) An unplanned interruption or reduction in the quality of an IT Service
B) An unplanned disruption of service unless there is a backup to that service
C) Any disruption to service that is reported to the Service Desk, regardless of whether the service is impacted or not
D) Any disruption to service whether planned or unplanned

2. Which of the following is NOT an objective of Problem Management?

A) Restoring normal service operation as quickly as possible and minimising adverse impact on the business
B) Minimising the impact of Incidents that cannot be prevented
C) Eliminating recurring Incidents
D) Preventing Problems and resulting Incidents from happening

3. Consider the following list:
1. Change Authority
2. Change Manager
3. Change Advisory Board (CAB) What are these BEST described as?

A) Functions
B) Roles, people or groups
C) Teams
D) Job descriptions

4. Order the following Continual Service Improvement (CSI) implementation steps into the
CORRECT sequence in alignment with the Plan, Do, Check, Act (PDCA) model.
1. Allocate roles and responsibilities to work on CSI initiatives
2. Measure and review that the CSI plan is executed and its objectives are being achieved
3. Identify the scope, objectives and requirements for CSI 4. Implement CSI enhancement

A) 3-4-2-1
B) 1-3-2-4
C) 3-1-2-4
D) 2-3-4-1

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

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

Solutions: