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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which of the following statements about standard changes are CORRECT?
1.The approach is pre-authorized
2.The risk is usually low and well understood
3.Details of the change will be recorded
4.Some standard changes will be triggered by the request fulfilment process

A) 1 only
B) 2 and 3 only
C) All of the above
D) 1, 2 and 4 only

2. Which of the following is NOT an objective of request fulfillment?

A) To source and deliver the components of standard services that have been requested
B) To update the service catalogue with services that may be requested through the service desk
C) To provide information to users about what services are available and how to request them
D) To provide a channel for users to request and receive standard services

3. Consider the following list:
1.Change authority
2.Change manager
3.Change advisory board (CAB)
Which one of the following is the BEST description of the items above?

A) Roles, people or groups
B) Teams
C) Job descriptions
D) Functions

4. What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

A) Strategic, tactical and operational
B) Technology, process and service
C) Critical success factors (CSFs), key performance indicators (KPIs), activities
D) Return on investment (ROI), value on investment (VOI), quality

5. Which one of the following is the BEST description of a service-based service level agreement (SLA)?

A) An agreement that covers one service for a single customer
B) An agreement that covers one service for all customers of that service
C) An agreement with an individual customer group, covering all the services that they use
D) An agreement that covers service specific issues in a multi-level SLA structure

Solutions: