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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which of the following is not a service desk type recognized in the service operation volume of ITIL?

A) Local
B) Outsourced
C) Centralized
D) Virtual

2. Which of the following CANNOT be provided by a tool?

A) Information
B) Knowledge
C) Wisdom
D) Data

3. In which document would you expect to see an overview of actual service achievements against targets?

A) Capacity plan
B) Service level agreement (SLA)
C) SLA monitoring chart (SLAM)
D) Operational level agreement (OLA)

4. Which statement should NOT be part of the value proposition for Service Design?

A) Reduced total cost of ownership
B) Improved Service alignment with business goals
C) Improved quality of service
D) Better balance of technical skills to support live services

5. 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) 1, 3 and 4 only
B) 2, 3 and 4 only
C) 1, 2 and 3 only
D) All of the above

Solutions: