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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

A) Perform
B) Do
C) Measure
D) Implement

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

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

3. Which one of the following is NOT the responsibility of service catalogue management?

A) Ensuring that all operational services are recorded in the service catalogue
B) Ensuring that information in the service catalogue is consistent with information in the service portfolio
C) Ensuring that service level agreements are maintained
D) Ensuring that information in the service catalogue is accurate

4. What is the BEST description of the purpose of the service operation stage of the service lifecycle?

A) To proactively prevent all outages to IT services
B) To design and build processes that will meet business needs
C) To deliver and manage IT services at agreed levels to business users and customers
D) To decide how IT will engage with suppliers during the service lifecycle

5. Which one of the following functions would be responsible for the management of a data centre?

A) Technical management
B) Facilities management
C) Service desk
D) Application management

Solutions: