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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. A Process Owner has been identified with an "I" in a RACI matrix. Which of the following would be expected of them?

A) Perform an activity
B) Be kept up to date on the progress of an activity
C) Tell others about the progress of an activity
D) Manage an activity

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

3. IT Operations Management have been asked by a customer to carry out a non-standard activity that will cause them to miss an agreed service level target. How should they respond?

A) Accept the request as they must support customer business outcomes
B) Make a decision based on balancing stability and responsiveness
C) Refuse the request because they must operate the service to meet the agreed service levels
D) They should escalate this decision to Service Strategy

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

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

5. Identify the input to the Problem Management process

A) Incident Records
B) Problem Resolution
C) Request for Change
D) New Known Errors

Solutions: