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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

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

2. Reliability is a measure of:

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

3. Which of the following is NOT a valid objective of Problem Management?

A) To manage Problems throughout their lifecycle
B) To restore service to a user
C) To prevent Problems and their resultant Incidents
D) To minimise the impact of Incidents that can not be prevented

4. Identify the input to the Problem Management process

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

5. Availability Management is responsible for availability of:

A) Services and Business Processes
B) Services and Components
C) Services, Components and Business Processes
D) Components and Business Processes

Solutions: