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ISEB The Foundation Examination - ITIL® Sample Questions:

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

2. Which one of the following is NOT part of the service design stage of the service lifecycle?

A) Measuring the effectiveness and efficiency of service design and the supporting processes
B) Designing and maintaining all necessary service transition packages
C) Producing quality, secure and resilient designs for new or improved services
D) Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced

3. What are underpinning contracts used to document?

A) Service levels that have been agreed between the internal service provider and their customer
B) Metrics and critical success factors (CSFs) for internal support teams
C) The provision of IT services or business services by a service provider
D) The provision of goods and services by third party suppliers

4. Which of the following BEST describes partners' in the phrase people, processes, products and partners"?

A) Suppliers, manufacturers and vendors
B) The facilities management function
C) Internal departments
D) Customers

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

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

Solutions: