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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which one of the following are the two primary elements that create value for customers?

A) Customer and user satisfaction
B) Resources and capabilities
C) Value on investment (VOI) and return on investment (ROI)
D) Service requirements and warranty

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

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

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

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

4. Which of the following is NOT an objective of service transition?

A) To provide training and certification in project management
B) To ensure that a service can be operated, managed and supported
C) To provide quality knowledge and information about services and service assets
D) To plan and manage the capacity and resource requirements to manage a release

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

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

Solutions: