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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. Which process is responsible for discussing reports with customers showing whether services have met their targets?

A) Availability Management
B) Continual Service Improvement
C) Business Relationship Management
D) Service Level Management

3. What is the BEST description of a Major Incident?

A) An Incident which requires a large number of people to resolve
B) An Incident which has a high priority or high impact on the business
C) An Incident that is so complex that it requires root cause analysis before a workaround can be found
D) An Incident logged by a senior manager

4. What are the two major processes in Problem Management?

A) Reactive and Technical
B) Technical and Service
C) Resource and Proactive
D) Proactive and Reactive

5. Which process will regularly analyze Incident data to identify discernable trends?

A) Problem Management
B) Change Management
C) Service Level Management
D) Event Management

Solutions: