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ISEB ISEB-ITILF Exam Syllabus Topics:

ISEB The Foundation Examination - ITIL® Sample Questions:

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

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

2. What would be the next step in the continual service improvement (CSI) model after?
1.What is the vision?
2.Where are we now?
3.Where do we want to be?
4.How do we get there?
5.Did we get there?
6.?

A) What is the value on investment (VOI)?
B) How do we keep the momentum going?
C) What is the return on investment (ROI)?
D) How much did it cost?

3. Which of the following identifies the purpose of design coordination?

A) Control of all supplier relationships from design right through to the production environment
B) Ensuring all service designs have availability designed into them
C) Provide a single point of control for all activities and processes within the service design stage of the lifecycle
D) Designing of all the links between every service design process and all other processes in the service lifecycle

4. What is the BEST description of an operational level agreement (OLA)?

A) An agreement between the service provider and an external organization
B) A document that describes to a customer how services will be operated on a day-to-day basis
C) A document that describes business services to operational staff
D) An agreement between the service provider and another part of the same organization

5. Which one of the following is the BEST description of a service request?

A) Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting
B) A request from a user for information, advice or for a standard change
C) Any request or demand that is entered by a user via a self-help web-based interface
D) Anything that the customer wants and is prepared to pay for

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