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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which process is responsible for discussing reports with customers showing whether services have met their targets?

A) Continual service improvement
B) Availability management
C) Service level management
D) Change management

2. Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?

A) The supplier management
B) The service catalogue management
C) The service level management
D) The IT service continuity management

3. Which of the following are managed by facilities management?
1.Hardware within a data centre or computer room
2.Applications
3.Power and cooling equipment
4.Recovery sites

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

4. Which of the following is NOT an objective of Continual Service Improvement?

A) Identify activities to improve the efficiency of service management processes
B) Review and analyze Service Level Achievement results
C) Improve the cost effectiveness of IT services without sacrificing customer satisfaction
D) Conduct activities to deliver and manage services at agreed levels to business users

5. Which one of the following is an objective of release and deployment management?

A) To define and agree release and deployment plans with customers and stakeholders
B) To ensure that the overall business risk of change is optimized
C) To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
D) To standardize methods and procedures used for efficient and prompt handling of all changes

Solutions: