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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which process is responsible for dealing with complaints, comments, and general enquiries from users?

A) Request fulfilment
B) Service portfolio management
C) Demand management
D) Service level management

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

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

3. From the perspective of the service provider, who is the person or group that agrees their service targets?

A) The administrator
B) The supplier
C) The user
D) The customer

4. Which one of the following does service metrics measure?

A) Maturity and cost
B) The end-to-end service
C) Infrastructure availability
D) Functions

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

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

Solutions: