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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following provides resources to resolve operational and support issues during
Release and Deployment?

A) Release Packaging and Build Manager
B) Early Life Support
C) Evaluation
D) Service Test Manager

2. What is the name of the area where the definitive authorised versions of all media
Configuration Items (CIs) are stored and protected?

A) Software Secure Library
B) Service Knowledge Management System
C) Definitive Media Library
D) Definitive Software Store

3. Which of these is the correct set of steps for the Continual Service Improvement Model?

A) Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
B) Devise a strategy; Design the solution; Transition into production; Operate the solution;
Continually Improve
C) Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
D) What is the vision?; Where are we now?; Where do we want to be?; How do we get there?;
Did we get there?; How do we keep the momentum going?

4. The goal of which process is: "To improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the lifecycle"?

A) Knowledge Management
B) Change Management
C) Service Asset and Configuration Management
D) Availability Management

5. In which document will the customers' initial service targets be documented before the Service
Level Agreement (SLA) is produced?

A) Operational Level Agreement (OLA)
B) Service Catalogue
C) Configuration Management Database (CMDB)
D) Service Level Requirements (SLR)

Solutions: