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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Major Incidents require:

A) Less urgency
B) Less documentation
C) Longer timescales
D) Separate procedures

2. Which of the following is one of the PRIMARY objectives of Service Strategy?

A) To provide detailed specifications for the design of IT services
B) To design and build processes that will meet business needs
C) To underscore the importance of services in the global economy
D) To transform Service Management into a strategic asset

3. Which of the following statements BEST describes a Definitive Media Library (DML)?

A) A database that contains definitions of all media Configuration Items (CIs)
B) A secure location where definitive hardware spares are held
C) A secure library where definitive authorised versions of all media Configuration Items (CIs) are stored and protected
D) A secure library where definitive authorised versions of all software and back-ups are stored and protected

4. Which of the following is NOT a responsibility of the Service Design Manager?

A) Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced
B) Design and maintain all necessary Service Transition packages
C) Measuring the effectiveness and efficiency of Service Design and the supporting processes
D) Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organisation

5. Which of the following options is a hierarchy that is used in Knowledge Management?

A) Information - Data - Knowledge - Wisdom
B) Knowledge - Wisdom - Information - Data
C) Wisdom - Information - Data - Knowledge
D) Data - Information - Knowledge - Wisdom

Solutions: