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ISEB The Foundation Examination - ITIL® Sample Questions:

1. The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?

A) People, products, plans, partners
B) Performance, process, products, plans
C) People, process, products, partners
D) People, process, partners, performance

2. Where would you expect incident resolution targets to be documented?

A) A service level agreement (SLA)
B) A service description
C) The service portfolio
D) A request for change (RFC)

3. Which process has the purpose to ensure that, by managing the risks could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels?

A) Financial management for IT services
B) Change management
C) Service catalog management
D) IT service continuity management

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

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

5. Which one of the following is the BEST description of a service-based service level agreement (SLA)?

A) An agreement with an individual customer group, covering all the services that they use
B) An agreement that covers one service for all customers of that service
C) An agreement that covers service specific issues in a multi-level SLA structure
D) An agreement that covers one service for a single customer

Solutions: