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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Understanding customer usage of services and how this varies over time is part of which process?

A) Service Portfolio Management
B) Service Level Management
C) Component Capacity Management
D) Demand Management

2. Identify the input to the Problem Management process

A) New Known Errors
B) Request for Change
C) Incident Records
D) Problem Resolution

3. Hierarchic escalation is best described as?

A) Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
B) Failing to meet the Incident resolution times specified in a Service Level Agreement
C) Notifying more senior levels of management about an Incident
D) Passing an Incident to people with a greater level of technical skill

4. Which of the following CANNOT be provided by a tool?

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

5. One of the five major aspects of Service Design is the design of service solutions. Which of the following does this include?

A) Only requirements needed and agreed
B) Only capabilities needed and agreed
C) Requirements, resources and capabilities needed and agreed
D) Only resources and capabilities needed

Solutions: