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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following do Technology metrics measure?

A) Processes
B) The end to end service
C) Customer satisfaction
D) Components

2. The MAIN objective of Service Level Management is:

A) To ensure that sufficient capacity is provided to deliver the agreed performance of services
B) To ensure that an agreed level of IT service is provided for all current IT services
C) To create and populate a Service Catalogue
D) To carry out the Service Operations activities needed to support current IT services

3. Which process lists "Understanding patterns of business activity" as a major role?

A) Service Desk
B) Request Fulfilment
C) Supplier Management
D) Demand Management

4. To add value to the business, what are the four reasons to monitor and measure?

A) Manage; Monitor; Diagnose; Intervene
B) Plan; Predict; Report; Justify
C) Validate; Direct; Justify; Intervene
D) Report; Manage; Improve; Extend

5. Which statement about the Emergency Change Advisory Board (ECAB) is CORRECT?

A) The ECAB will be used for emergency changes where there may not be time to call a full
CAB
B) The ECAB will be chaired by the IT Director
C) The ECAB considers every high priority Request for Change
D) Amongst the duties of the ECAB is the review of completed emergency changes

Solutions: