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ISEB ISEB-ITILF Exam Syllabus Topics:

ISEB The Foundation Examination - ITIL® Sample Questions:

Question 1

Who is responsible for defining metrics for change management?

A. The service owner
B. The change advisory board (CAB)
C. The continual service improvement manager
D. The change management process owner

Question 2

Which statement BEST represents the guidance on incident logging?

A. All incidents must be fully logged
B. Incidents must only be logged if a resolution is not immediately available
C. Only incidents reported to the service desk can be logged
D. The service desk decide which incidents to log

Question 3

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

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

Question 4

Which of the following identifies the purpose of service transition planning and support?

A. Provide the resources to allow all infrastructure elements of a service transition to be recorded and tracked
B. To define testing scripts to ensure service transitions are unlikely to ever fail
C. Ensure that all service transitions are properly authorized
D. Provide overall planning for service transitions and co-ordinate the resources they require

Question 5

In terms of adding value to the business, which one of the following describes service operation s contribution?

A. The cost of the service is designed, predicted and validated
B. Service value is visible to customers
C. Service value is modeled
D. Measures for optimization are identified

Solutions: