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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. One organisation provides and manages an entire business process or function for another organisation. This is known as:

A) Business Function Outsourcing
B) Business Process Outsourcing
C) Business Process Management
D) Knowledge Process Outsourcing

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

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

4. A single release unit, or a structured set of release units can be defined within:

A) The Plan, Do, Check, Act (PDCA) cycle
B) A Release Package
C) The RACI Model
D) A Request Model

5. Which of the following do Technology metrics measure?

A) Processes
B) Customer satisfaction
C) Components
D) The end to end service

Solutions: