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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. The Left-hand side of the Service V Model represents requirements and specifications. What does the right-hand side of the Service V Model represent?

A) Validation and Testing
B) Performance and capacity requirements of services and IT infrastructure
C) Roles and responsibilities required for an effective service management implementation
D) The business value that can be expected from a given service

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

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

3. What are the key processes within Service Operation?

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

4. Who owns the specific costs and risks associated with providing a service?

A) The Finance department
B) The Service Level Manager
C) The Service Provider
D) The Customer

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

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

Solutions: