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Downloadable, printable exams (in PDF format)

ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

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

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

2. Which of the following is NOT an objective of Problem Management?

A) Minimising the impact of Incidents that cannot be prevented
B) Restoring normal service operation as quickly as possible and minimising adverse impact on the business
C) Eliminating recurring Incidents
D) Preventing Problems and resulting Incidents from happening

3. Which process is responsible for sourcing and delivering components of requested standard services?

A) Service Desk
B) Service Portfolio Management
C) IT Finance
D) Request Fulfilment

4. The group that authorizes changes that must be installed faster than the normal process is called the:

A) Urgent Change Authority (UCA)
B) Emergency CAB (ECAB)
C) Technical Management
D) Urgent Change Board (UCB)

5. Which of the following CANNOT be provided by a tool?

A) Data
B) Wisdom
C) Information
D) Knowledge

Solutions: