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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. A Known Error has been raised after diagnosis of a Problem was complete but before a workaround has been found. Is this a valid approach?

A) No, a Known Error can only be raised after the permanent resolution has been implemented
B) No, a Known Error must be raised at the same time as a problem
C) Yes
D) No, the workaround must be found before a Known Error is created

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

3. Which of the following is NOT an example of a Service Provider Type?

A) Shared services unit
B) External service provider
C) Internal service provider
D) Third-party provider

4. The Left-hand side of the Service V Model represents requirements and specifications. What does the right-hand side of the Service V Model represent?

A) The business value that can be expected from a given service
B) Validation and Testing
C) Performance and capacity requirements of services and IT infrastructure
D) Roles and responsibilities required for an effective service management implementation

5. In which document will the customers' initial service targets be documented before the Service
Level Agreement (SLA) is produced?

A) Operational Level Agreement (OLA)
B) Service Catalogue
C) Service Level Requirements (SLR)
D) Configuration Management Database (CMDB)

Solutions: