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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which role would you MOST expect to be involved in the management of Underpinning
Contracts?

A) Service Catalogue Manager
B) Supplier Manager
C) IT Designer/Architect
D) Process Manager

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

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

3. What are the key processes within Service Operation?

A) Incident and Problem Management, Service Desk, Request Fulfilment and Event
Management
B) Incident Management, Service Desk, Request Fulfilment, Access Management and Event
Management
C) Event Management, Incident and Problem Management, Request Fulfilment and Access
Management
D) Event Management, Incident Management, Request Fulfilment and Access Management

4. Which of the following is the CORRECT definition of a Release Unit?

A) The portion of a service or IT infrastructure that is normally released together
B) The team of people responsible for implementing a release
C) A measurement of cost
D) A function described within service transition

5. Which of the following statements correctly states the relationship between urgency, priority and impact?

A) Priority should be based on impact and urgency
B) Impact, priority and urgency are independent of each other
C) Urgency should be based on impact and priority
D) Impact should be based on urgency and priority

Solutions: