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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. A Service Level Agreement (SLA) is:

A) An agreement between the Service Provider and their customer
B) An agreement between a Service Provider and an external supplier
C) An agreement between the Service Provider and an internal organisation
D) The part of a contract that specifies responsibilities of each party

2. Which of the following do Service Metrics measure?

A) Maturity and cost
B) The end to end service
C) Infrastructure availability
D) Processes and functions

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

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

4. What is the BEST description of an Operational Level Agreement (OLA)?

A) A document that describes business services to operational staff
B) An agreement between the service provider and an external organization
C) An agreement between the service provider and another part of the same organization
D) A document that describes to a customer how services will be operated on a day-to-day basis

5. What is the BEST description of the purpose of Service Operation?

A) To decide how IT will engage with suppliers during the Service Management Lifecycle
B) To deliver and manage IT Services at agreed levels to business users and customers
C) To design and build processes that will meet business needs
D) To proactively prevent all outages to IT Services

Solutions: