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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which statement should NOT be part of the value proposition for Service Design?

A) Improved quality of service
B) Better balance of technical skills to support live services
C) Reduced total cost of ownership
D) Improved Service alignment with business goals

2. Which one of the following is the BEST description of a relationship in service asset and configuration management?

A) Defines which software should be installed on a particular piece of hardware
B) Defines how version numbers should be used in a release
C) Describes the topography of the hardware
D) Describes how the configuration items (CIs) work together to deliver the services

3. Which of the following is the BEST description of a centralized service desk?

A) The desk uses technology and other support tools to give the impression that multiple desk locations are in one place
B) There is a single desk in one location serving the whole organization
C) The desk is co-located within or physically close to the user community it serves
D) The desk provides 24 hour global support

4. What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

A) Change baseline
B) Configuration baseline
C) Project baseline
D) Asset baseline

5. What are underpinning contracts used to document?

A) Metrics and critical success factors (CSFs) for internal support teams
B) Service levels that have been agreed between the internal service provider and their customer
C) The provision of goods and services by third party suppliers
D) The provision of IT services or business services by a service provider

Solutions: