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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which one of the following is an objective of service catalogue management?

A) Negotiating and agreeing service level agreement
B) Ensuring that the service catalogue is made available to those approved to access it
C) Negotiating and agreeing operational level agreements
D) Only ensuring that adequate technical resources are available

2. Which of the following should be considered when designing measurement systems, methods and metrics?
1.The services
2.The architectures
3.The configuration items
4.The processes

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

3. Within service design, what is the key output handed over to service transition?

A) Measurement, methods and metrics
B) Service design package
C) Process definitions
D) Service portfolio design

4. Which of the following activities are performed by a service desk?
1.Logging details of incidents and service requests
2.Providing first-line investigation and diagnosis
3.Restoring service
4.Implementing all standard changes

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

5. Which process would you MOST expect to be involved in the management of underpinning contracts?

A) Supplier management
B) Release and deployment management
C) Change management
D) Service catalogue management

Solutions: