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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. What would be the next step in the Continual Service Improvement Model (CSI) after:
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Did we get there?
6. ?

A) What is the Return On Investment?
B) How much did it cost?
C) What is the Value On Investment?
D) How do we keep the momentum going?

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

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

3. To add value to the business, what are the four reasons to monitor and measure?

A) Report; Manage; Improve; Extend
B) Validate; Direct; Justify; Intervene
C) Plan; Predict; Report; Justify
D) Manage; Monitor; Diagnose; Intervene

4. Understanding customer usage of services and how this varies over time is part of which process?

A) Service Level Management
B) Component Capacity Management
C) Service Portfolio Management
D) Demand Management

5. Which process is responsible for monitoring an IT Service and detecting when the performance drops below acceptable limits?

A) Service Level Management
B) Service Asset and Configuration Management
C) Performance Management
D) Event Management

Solutions: