ISEB ISEB-ITILF

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ISEB ISEB-ITILF Exam Syllabus Topics:

ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which of these should a change model include?
1.The steps that should be taken to handle the change
2.Responsibilities; who should do what, including escalation
3.Timescales and thresholds for completion of the actions
4.Complaints procedures

A) All of the above
B) 2 and 4 only
C) 1, 2 and 3 only
D) 1 and 3 only

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

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

3. Which of the following activities are performed by a service desk?
1.Logging details of incidents and service requests
2.Providing first-line investigation and diagnosis
3.Restoring service
4.Implementing all standard changes

A) All of the above
B) 2 and 4 only
C) 1, 2 and 3 only
D) 3 and 4 only

4. 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) Measures for optimization are identified
C) Service value is modeled
D) Service value is visible to customers

5. The consideration of value creation is a principle of which stage of the service lifecycle?

A) Service transition
B) Service design
C) Continual service improvement
D) Service strategy

Solutions: