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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which process would be used to compare the value that newer services have offered over those they have replaced?

A) Availability management
B) Service catalogue management
C) Service portfolio management
D) Capacity management

2. Which of the following BEST describes service strategies value to the business?

A) Allows higher volumes of successful change
B) Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
C) Reduction in unplanned costs through optimized handling of service outages
D) Reduction in the duration and frequency of service outages

3. Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

A) Event management
B) Problem management
C) Service level management
D) Change management

4. From the perspective of the service provider, who is the person or group that agrees their service targets?

A) The supplier
B) The administrator
C) The customer
D) The user

5. Which of these should a change model include?
1.The steps that should be taken to handle the change
2.Responsibilities; who should do what, including escalation
3.Timescales and thresholds for completion of the actions
4.Complaints procedures

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

Solutions: