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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Order the following Continual Service Improvement (CSI) implementation steps into the
CORRECT sequence in alignment with the Plan, Do, Check, Act (PDCA) model.
1. Allocate roles and responsibilities to work on CSI initiatives
2. Measure and review that the CSI plan is executed and its objectives are being achieved
3. Identify the scope, objectives and requirements for CSI 4. Implement CSI enhancement

A) 1-3-2-4
B) 2-3-4-1
C) 3-4-2-1
D) 3-1-2-4

2. The BEST definition of an Incident is:

A) An unplanned disruption of service unless there is a backup to that service
B) An unplanned interruption or reduction in the quality of an IT Service
C) Any disruption to service whether planned or unplanned
D) Any disruption to service that is reported to the Service Desk, regardless of whether the service is impacted or not

3. Which of the following activities are responsibilities of a Supplier Manager?
1. Negotiating and agreeing Contracts
2. Updating the Supplier and Contract database
3. Planning for possible closure, renewal or extension of contracts
4. Managing relationships with internal suppliers

A) 2, 3 and 4 only
B) 1, 2 and 3 only
C) None of the above
D) 1, 3 and 4 only

4. RACI is an acronym for four roles. Which of the following is NOT one of the RACI roles?

A) Consulted
B) Accountable
C) Informed
D) Reliable

5. Which of these would fall outside the scope of a typical service Change Management process?

A) A change to a contract with a supplier
B) A firmware upgrade to a server that is only used for IT Service Continuity purposes
C) A change to a business process that depends on IT Services
D) An urgent need to replace a CPU to restore a service during an incident

Solutions: