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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. In which core publication can you find detailed descriptions of Service Catalogue
Management, Information Security Management and Supplier Management?

A) Service Operation
B) Service Design
C) Service Transition
D) Service Strategy

2. Which of the following would NOT trigger Service Level Management activity?

A) Service breaches
B) Changes in strategy or policy
C) Standard Changes
D) Service review meetings

3. Which of the following is NOT the responsibility of the Service Catalogue Manager?

A) Ensuring that all operational services are recorded in the Service Catalogue
B) Ensuring that information within the Service Pipeline is accurate
C) Ensuring that information in the Service Catalogue is accurate
D) Ensuring that information in the Service Catalogue is consistent with information in the
Service Portfolio

4. What is the BEST description of the purpose of Service Operation?

A) To deliver and manage IT Services at agreed levels to business users and customer
B) To decide how IT will engage with suppliers during the Service Management Lifecycle
C) To design and build processes that will meet business needs
D) To proactively prevent all outages to IT Services

5. Which of the following would you expect to find in a contract for an underpinning service?
1. Service vision and mission
2. Service description and scope
3. Responsibilities and dependencies

A) None of the above
B) 1 and 2 only
C) 1 and 3 only
D) 2 and 3 only

Solutions: