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ISEB The Foundation Examination - ITIL® Sample Questions:

1. 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) Risk management
D) Service level management

2. Which one of the following is it the responsibility of supplier management to negotiate and agree?

A) The service portfolio
B) Service level agreements (SLAs)
C) Operational level agreements (OLAs)
D) Third-party contracts

3. Which of the following is the best definition of IT service management?

A) A complete set of all the documentation required to deliver world class services to customers
B) Technical implementation of supporting IT infrastructure components
C) An internal service provider that is embedded within a business unit
D) The implementation and management of quality IT services that meet business needs

4. Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?

A) Service request
B) Change policy
C) Risk register
D) Change proposal

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

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

Solutions: