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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Understanding customer usage of services and how this varies over time is part of which process?

A) Component Capacity Management
B) Service Level Management
C) Demand Management
D) Service Portfolio Management

2. Which of the following is NOT a FUNCTION?

A) Incident Management
B) Application Management
C) Service Desk
D) Technical Management

3. Which of the following does the Availability Management process include:
1. Ensuring services are able to meet availability targets
2. Monitoring and reporting actual availability
3. Improvement activities, to ensure that services continue to meet or exceed their availability goals

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

4. Which is the CORRECT list for the three levels of a multi level Service Level Agreement
(SLA)?

A) Corporate, Customer, Service
B) Service, User, IT
C) Corporate, Customer, Technology
D) Technology, Customer, User

5. Which of the following would you expect to find documented in an Incident Model?
1. The Service Level Agreement pertaining to the incident
2. Chronological order of steps to resolve the incident

A) 2 only
B) Both of the above
C) Neither of the above
D) 1 only

Solutions: