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ISEB The Foundation Examination - ITIL® Sample Questions:

1. In terms of adding value to the business, which one of the following describes service operation s contribution?

A) Measures for optimization are identified
B) Service value is visible to customers
C) Service value is modeled
D) The cost of the service is designed, predicted and validated

2. Which of the following types of service should be included in the scope of service portfolio management?
1.Those planned to be delivered
2.Those being delivered
3.Those that have been withdrawn from service

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

3. Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?

A) Performance, process, products, problems
B) People, process, partners, performance
C) People, products, perspective, partners
D) People, process, products, partners

4. The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

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

5. Which is the correct definition of a customer facing service?

A) One which is not covered by a service level agreement
B) A service that cannot be allowed to fail
C) A service not directly used by the business
D) One which directly supports the business processes of customers

Solutions: