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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?

A) Demand Management
B) Service Catalogue Management
C) Service Level Management
D) Service Transition

2. Which of the following do Technology metrics measure?

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

3. Where should details of a Workaround always be documented?

A) The IT Service Continuity Plan
B) The Availability Management Information System
C) The Problem Record
D) The Service Level Agreement (SLA)

4. Which stage of the Change Management process deals with what should be done if the change is unsuccessful?

A) Review and Close
B) Prioritization
C) Categorization
D) Remediation Planning

5. Which of the following statements about Incident reporting and logging is CORRECT?

A) Incidents reported by technical staff must be logged as Problems because technical staff manage infrastructure devices not services
B) Incidents can be reported by anyone who detects a disruption or potential disruption to normal service. This includes technical staff
C) Incidents can only be reported by users, since they are the only people who know when a service has been disrupted
D) All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity

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