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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which one of the following is it the responsibility of supplier management to negotiate and agree?

A) The service portfolio
B) Operational level agreements (OLAs)
C) Third-party contracts
D) Service level agreements (SLAs)

2. What is the act of transforming resources and capabilities into valuable service better known as?

A) Service support
B) Incident management
C) Resource management
D) Service management

3. 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

4. What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

A) Stakeholders
B) Accreditors
C) Employers
D) Regulators

5. The BEST description of an incident is:

A) Any disruption to service whether planned or unplanned
B) An unplanned interruption to service or a reduction in the quality of service
C) Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not
D) An unplanned disruption of service unless there is a backup to that service

Solutions: