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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following are Service Desk organizational structures?
1. Local Service Desk
2. Virtual Service Desk
3. IT Help Desk
4. Follow the Sun

A) 1, 2 and 3 only
B) 1, 3 and 4 only
C) 2, 3 and 4 only
D) 1, 2 and 4 only

2. Which of the following is concerned with fairness and transparency?

A) Capacity Management
B) Service Level Management
C) Service Strategy
D) Governance

3. Which of the following is NOT a responsibility of the Service Design Manager?

A) Design and maintain all necessary Service Transition packages
B) Measuring the effectiveness and efficiency of Service Design and the supporting processes
C) Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organisation
D) Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced

4. Which of the following is a sub-process of Capacity Management?

A) Component Capacity Management
B) Process Capacity Management
C) Capability Capacity Management
D) Technology Capacity Management

5. 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

Solutions: