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ISEB The Foundation Examination - ITIL® Sample Questions:

1. What do customer perceptions and business outcomes help to define?

A) The value of a service
B) Governance
C) Key performance indicators (KPIs)
D) Total cost of ownership (TCO)

2. Which of the following is NOT a valid objective of problem management?

A) To manage problems throughout their lifecycle
B) To prevent problems and their resultant Incidents
C) To restore service to a user
D) To eliminate recurring incidents

3. Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

A) The IT director
B) The process owner
C) The customer
D) The service owner

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

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

5. Why is it important for service providers to understand patterns of business activity (PBA)?

A) Demand for the services delivered by service providers are directly influenced by PBA
B) PBA are based on organizational roles and responsibilities
C) Understanding PBA is the only way to enable accurate service level reporting
D) IT service providers CANNOT schedule changes until they understand PBA

Solutions: