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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which one of the following do technology metrics measure?

A) Customer satisfaction
B) The end-to-end service
C) Components
D) Processes

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

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

3. Which one of the following is NOT an aim of the change management process?

A) To ensure the impact of changes are understood
B) To deliver and manage IT services at agreed levels to business users
C) To ensure that changes are recorded and evaluated
D) To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)

4. Which of the following is an enabler of best practice?

A) Standards
B) Internal experience
C) Academic research
D) Technology

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

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

Solutions: