ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?

A) Service level management
B) Financial management
C) Demand management
D) Risk management

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

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

3. Which of the following should be considered when designing measurement systems, methods and metrics?
1.The services
2.The architectures
3.The configuration items
4.The processes

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

4. Which of the following BEST describes service strategies value to the business?

A) Allows higher volumes of successful change
B) Reduction in unplanned costs through optimized handling of service outages
C) Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
D) Reduction in the duration and frequency of service outages

5. Hierarchic escalation is BEST described as?

A) Failing to meet the incident resolution times specified in a service level agreement
B) Passing an incident to people with a greater level of technical skill
C) Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
D) Notifying more senior levels of management about an incident

Solutions: