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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following do Technology metrics measure?

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

2. What are the key processes within Service Operation?

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

3. Which of the following statements correctly states the relationship between urgency, priority and impact?

A) Priority should be based on impact and urgency
B) Impact should be based on urgency and priority
C) Urgency should be based on impact and priority
D) Impact, priority and urgency are independent of each other

4. Which of the following is NOT an aim of the Change Management process?

A) Overall business risk is optimised
B) All budgets and expenditures are accounted for
C) Standardised methods and procedures are used for efficient and prompt handling of all
Changes
D) All changes to Service Assets and Configuration Items (CIs) are recorded in the
Configuration Management system

5. Reliability is a measure of:

A) The level of risk that could impact a service or process
B) How long a service or component can perform its function without failing
C) A measure of how quickly a service or component can be restored to normal working
D) The availability of a service or component

Solutions: