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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which process is responsible for dealing with complaints, comments, and general enquiries from users?

A) Demand management
B) Request fulfilment
C) Service level management
D) Service portfolio management

2. Which of the following are benefits to the business of implementing service transition?
1.Better reuse and sharing of assets across projects and resources
2.Reduced cost to design new services
3.Result in higher volume of successful changes

A) 1 and 3 only
B) 1 and 2 only
C) 2 and 3 only
D) None of the above

3. Which one of the following is the CORRECT set of steps for the continual service improvement approach?

A) Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
B) Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
C) Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
D) What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

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

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

5. Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

A) Detection
B) Escalation
C) Categorization
D) Prioritization

Solutions: