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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?

A) How do we get there?
B) Where do we want to be?
C) Where are we now?
D) Did we get there?

2. Which process is responsible for dealing with complaints, comments, and general enquiries from users?

A) Service level management
B) Demand management
C) Request fulfilment
D) Service portfolio management

3. Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

A) Perform
B) Measure
C) Do
D) Implement

4. Within service design, what is the key output handed over to service transition?

A) Process definitions
B) Measurement, methods and metrics
C) Service portfolio design
D) Service design package

5. Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

A) Detection
B) Prioritization
C) Categorization
D) Escalation

Solutions: