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ISEB The Foundation Examination - ITIL® Sample Questions:

1. What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?

A) The change implementer
B) The change advisory board
C) The change authorization board
D) The change manager

2. What are the categories of events described in the ITIL service operation book?

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

3. Which of the following provide value to the business from service strategy?
1.Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
2.Enabling the service provider to respond quickly and effectively to changes in the business environment
3.Support the creation of a portfolio of quantified services

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

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

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

5. Which of the following is NOT a source of best practice?

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

Solutions: