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ISEB ISEB-ITILF Exam Syllabus Topics:

ISEB The Foundation Examination - ITIL® Sample Questions:

Question 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

Question 2

Which of the following is the best definition of service management?

A. A complete set of all the documentation required to deliver world class services to customers
B. The ability to keep services highly available to meet the business needs
C. A set of specialized organizational capabilities for providing value to customers in the form of services
D. An internationally recognized methodology to provide valuable services to customers

Question 3

Which of the following are benefits to the business of implementing service transition?
1.Better reuse and sharing of assets across projects and resources
2.Reduced cost to design new services
3.Result in higher volume of successful changes

A. 1 and 3 only
B. None of the above
C. 2 and 3 only
D. 1 and 2 only

Question 4

Which of the following are sources of best practice?
1.Academic research
2.Internal experience
3.Industry practices

A. 1 and 3 only
B. 2 and 3 only
C. 1 and 2 only
D. All of the above

Question 5

Which one of the following does service metrics measure?

A. Functions
B. The end-to-end service
C. Infrastructure availability
D. Maturity and cost

Solutions: