ISEB The Foundation Examination - ITIL® : ISEB-ITILF Exam

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ISEB ISEB-ITILF Exam Syllabus Topics:

ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which role is accountable for the operational management of a process?

A) Service manager
B) Process practitioner
C) Process manager
D) Change manager

2. What do customer perceptions and business outcomes help to define?

A) The value of a service
B) Total cost of ownership (TCO)
C) Governance
D) Key performance indicators (KPIs)

3. Which of the following is the correct definition of an outcome?

A) All incidents reported to the service desk
B) The results specific to the clauses in a service level agreement (SLA)
C) The result of carrying out an activity, following a process or delivering an IT service
D) All the accumulated knowledge of the service provider

4. Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?

A) To proactively prevent all outages to IT services
B) To design and build processes which will meet business needs
C) To decide how IT will engage with suppliers during the service lifecycle
D) To deliver and manage IT services at agreed levels to business users and customers

5. Which process is responsible for sourcing and delivering components of requested standard services?

A) Service desk
B) Request fulfilment
C) Service portfolio management
D) IT finance

Solutions: