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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What imbalance does this represent?

A) Extreme focus on cost
B) Excessively reactive
C) Excessively proactive
D) Extreme focus on quality

2. Which of the following activities is NOT a part of the Deming Cycle?

A) Act
B) Coordinate
C) Do
D) Plan

3. Which of the following is NOT a characteristic of a process?

A) It is measurable
B) Responds to specific events
C) Delivers specific results
D) A method of structuring an organization

4. How many people should be accountable for a process as defined in the RACI model?

A) Only one - the process owner
B) As many as necessary to complete the activity
C) Two - the process owner and the process enactor
D) Only one - the process architect

5. Which of the following questions does guidance in Service Strategy help answer?
1. What services should we offer and to whom?
2. How do we differentiate ourselves from competing alternatives?
3. How do we truly create value for our customers?

A) All of the above
B) 3 only
C) 1 only
D) 2 only

Solutions: