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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. The consideration of business outcomes and value creation are principles of which part of the
Service Lifecycle?

A) Service Strategy
B) Service Design
C) Service Transition
D) Continual Service Improvement

2. Reliability is a measure of:

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

3. The MAIN purpose of the Service Portfolio is to describe services in terms of?

A) IT Assets
B) Functionality
C) Service Level Requirements
D) Business Value

4. What is the BEST description of an Operational Level Agreement (OLA)?

A) A document that describes business services to operational staff
B) A document that describes to a customer how services will be operated on a day-to-day basis
C) An agreement between the service provider and an external organization
D) An agreement between the service provider and another part of the same organization

5. The ITIL CORE publications are structured around the Service Lifecycle. Which of the following statements about ITIL complementary guidance is CORRECT?

A) It consists of five publications
B) It is also structured around the Service Lifecycle
C) It provides guidance to specific industry sectors and types of organization
D) It provides the guidance necessary for an integrated approach as required by ISO/IEC
20000

Solutions: