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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which one of the following is NOT part of the service design stage of the service lifecycle?

A) Producing quality, secure and resilient designs for new or improved services
B) Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced
C) Designing and maintaining all necessary service transition packages
D) Measuring the effectiveness and efficiency of service design and the supporting processes

2. Which one of the following does service metrics measure?

A) Maturity and cost
B) The end-to-end service
C) Infrastructure availability
D) Functions

3. Which of the following is an objective of business relationship management?

A) To ensure high levels of customer satisfaction
B) To ensure strategic plans for IT services exist
C) To identify patterns of business activity
D) To secure funding to manage the provision of services

4. Which of the following areas would technology help to support during the service lifecycle?
1.Data mining and workflow
2.Measurement and reporting
3.Release and deployment
4.Process design

A) 2, 3 and 4 only
B) 1, 2 and 3 only
C) All of the above
D) 1, 3 and 4 only

5. What are the categories of events described in the ITIL service operation book?

A) Scheduled, unscheduled, emergency
B) Warning, reactive, proactive
C) Informational, warning, exception
D) Informational, scheduled, normal

Solutions: