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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. One organisation provides and manages an entire business process or function for another organisation. This is known as:

A) Business Process Outsourcing
B) Business Function Outsourcing
C) Knowledge Process Outsourcing
D) Business Process Management

2. Which of the following are responsibilities of a Service Level Manager?
1. Agreeing targets in Service Level Agreements
2. Designing technology architectures to support the service
3. Ensuring required contracts and agreements are in place

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

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

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

4. Which of the following is NOT a benefit of using public frameworks and standards?

A) They are always free ensuring they can be implemented quickly
B) Knowledge of public frameworks is more likely to be widely distributed
C) They are validated across a wide range of environments making them more robust
D) They make collaboration between organizations easier by giving a common language

5. Within Service Design, what is the key output handed over to Service Transition?

A) Service Portfolio Design
B) Process definitions
C) Service Design Package
D) Measurement, methods and metrics

Solutions: