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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Access Management is closely related to which other processes?

A) Information Security Management only
B) Information Security Management and 3rd line support
C) Information Security Management and Availability Management
D) Availability Management only

2. Which of the following statements is CORRECT?

A) Service owners are as important to service management as process owners
B) Process owners and service owners are not required within the same organization
C) Process owners are more important to service management than service owners
D) Service owners are more important to service management than process owners

3. Which of the following are benefits that implementing Service Transition could provide to the business?
1. Ability to adapt quickly to new requirements
2. Reduced cost to design new services
3. Improved success in implementing changes

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

4. Which of the following are Service Desk organizational structures?
1. Local Service Desk
2. Virtual Service Desk
3. IT Help Desk
4. Follow the Sun

A) 1, 3 and 4 only
B) 1, 2 and 4 only
C) 2, 3 and 4 only
D) 1, 2 and 3 only

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

Solutions: