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ISEB The Foundation Examination - ITIL® Sample Questions:

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

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

2. Which of the following options is a hierarchy that is used in knowledge management?

A) Wisdom - Information - Data - Knowledge
B) Information - Data - Knowledge - Wisdom
C) Data - Information - Knowledge - Wisdom
D) Knowledge - Wisdom - Information - Data

3. Which is the correct definition of a customer facing service?

A) One which directly supports the business processes of customers
B) A service that cannot be allowed to fail
C) A service not directly used by the business
D) One which is not covered by a service level agreement

4. What guidance does ITIL give on the frequency of production of service reporting?

A) Reports should be produced weekly
B) Service reporting intervals must be defined and agreed with the customers
C) Reporting intervals should be set by the service provider
D) Service reporting intervals must be the same for all services

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

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

Solutions: