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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which phase of the ITIL lifecycle provides the following benefit: 'The Total Cost of
Ownership (TCO) of a service can be minimised if all aspects of the service, the processes and the technology are considered during development'?

A) Continual Service Improvement
B) Service Design B.
Service Strategy C.
Service Operation

2. A change process model should include:
1. The steps that should be taken to handle the change with any dependences or co-processing defined, including handling issues and unexpected events
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures

A) All of the above
B) 1, 2 and 4 only
C) 1, 2 and 3 only
D) 1 and 2 only

3. Which of these would fall outside the scope of a typical service Change Management process?

A) A change to a contract with a supplier
B) A change to a business process that depends on IT Services
C) A firmware upgrade to a server that is only used for IT Service Continuity purposes
D) An urgent need to replace a CPU to restore a service during an incident

4. Which of the following do Technology metrics measure?

A) Customer satisfaction
B) Components
C) The end to end service
D) Processes

5. When should tests for a new service be designed?

A) Before the service is designed
B) At the same time as the service is designed
C) As part of Service Transition
D) After the service has been designed, before the service is handed over to Service Transition

Solutions: