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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which processes review Underpinning Contracts on a regular basis?

A) Supplier Management and Service Level Management
B) Supplier Management and Demand Management
C) Demand Management and Service Level Management
D) Supplier Management, Demand Management and Service Level Management

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

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

3. Which phase of the ITIL lifecycle provides the following benefit: 'The Total Cost of
Ownership (TCO) of a service can be minimised if all aspects of the service, the processes and the technology are considered during development'?

A) Continual Service Improvement
B) Service Design B.
Service Strategy C.
Service Operation

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

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

5. Which of the following would NOT be a task carried out by the Request Fulfilment process?

A) The sourcing and delivering of the components of requested standard services (e.g. licenses and software media)
B) Provision of a channel for users to request and receive standard services for which a predefined approval and qualification process exists
C) Provision of information to users and customers about the availability of services and the procedure for obtaining them
D) Provision of information used to compare actual performance against design standards

Solutions: