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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of these statements about Resources and Capabilities is CORRECT?

A) Resources and Capabilities are both types of Service Asset
B) Neither Capabilities nor Resources are types of Service Asset
C) Capabilities are types of Service Asset and Resources are not
D) Resources are types of Service Asset and Capabilities are not

2. What is the BEST description of an Operational Level Agreement (OLA)?

A) An agreement between the service provider and an external organization
B) A document that describes to a customer how services will be operated on a day-to-day basis
C) A document that describes business services to operational staff
D) An agreement between the service provider and another part of the same organization

3. Which of the following BEST describes a Service Request?

A) Any request for change that is low risk and can be approved by the Change Manager without a CAB meeting
B) Anything that the customer wants and is prepared to pay for
C) Any request or demand that is entered by a user via a Self-Help web-based interface
D) A request from a User for information or advice, or for a Standard Change

4. A Known Error has been raised after diagnosis of a Problem was complete but before a workaround has been found. Is this a valid approach?

A) Yes
B) No, the workaround must be found before a Known Error is created
C) No, a Known Error must be raised at the same time as a problem
D) No, a Known Error can only be raised after the permanent resolution has been implemented

5. Event Management, Problem Management, Access Management and Request Fulfilment are part of which stage of the Service Lifecycle?

A) Continual Service Improvement
B) Service Strategy
C) Service Transition
D) Service Operation

Solutions: