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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

A) Defining measurable targets
B) Implementing service and process improvements
C) Reviewing measurements and metrics
D) Creating a baseline

2. What is the PRIMARY process for strategic communication with the service provider's customers?

A) Service desk
B) Service catalogue management
C) Service portfolio management
D) Business relationship management

3. Which of the following identifies the purpose of design coordination?

A) Control of all supplier relationships from design right through to the production environment
B) Ensuring all service designs have availability designed into them
C) Designing of all the links between every service design process and all other processes in the service lifecycle
D) Provide a single point of control for all activities and processes within the service design stage of the lifecycle

4. Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?

A) Design coordination
B) Change management
C) Service level management
D) Service transition planning and support

5. Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?

A) Financial management
B) Demand management
C) Service level management
D) Risk management

Solutions: