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ISEB ISEB-ITILF Exam Syllabus Topics:

ISEB The Foundation Examination - ITIL® Sample Questions:

1. What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

A) Return on investment (ROI), value on investment (VOI), quality
B) Strategic, tactical and operational
C) Technology, process and service
D) Critical success factors (CSFs), key performance indicators (KPIs), activities

2. Which one of the following are the two primary elements that create value for customers?

A) Resources and capabilities
B) Service requirements and warranty
C) Value on investment (VOI) and return on investment (ROI)
D) Customer and user satisfaction

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

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

4. Which one of the following is the BEST definition of an event?

A) The unknown cause of one or more incidents that have an impact on an IT service
B) Reducing or eliminating the cause of an incident or problem
C) Any change of state that has significance for the management of a configuration item (CI) or IT service
D) An unplanned interruption to an IT service or a reduction in the quality of an IT service

5. Which one of the following is the BEST definition of the term service management?

A) A set of specialized organizational capabilities for providing value to customers in the form of services
B) The management of functions within an organization to perform certain activities
C) Units of organizations with roles to perform certain activities
D) A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

Solutions: