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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

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

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

2. Which of the following provides resources to resolve operational and support issues during
Release and Deployment?

A) Service Test Manager
B) Early Life Support
C) Release Packaging and Build Manager
D) Evaluation

3. Which part of ITIL provides guidance in adapting good practice for specific business environments and organizational strategies?

A) The ITIL Complementary Guidance
B) Pocket Guides
C) The Service Strategy book
D) The Service Support book

4. The BEST definition of an Incident is:

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

5. The difference between service metrics and technology metrics is BEST described as?

A) Service metrics measure processes and functions; Technology metrics measure server and network availability
B) Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness
C) Service metrics measure the end to end service; Technology metrics measure individual components
D) Service metrics measure each of the service management processes; Technology metrics measure the infrastructure

Solutions: