ISEB The Foundation Examination - ITIL® Sample Questions:

1. From the perspective of the service provider, who is the person or group that agrees their service targets?

A) The customer
B) The user
C) The supplier
D) The administrator

2. What is the BEST description of an operational level agreement (OLA)?

A) An agreement between the service provider and another part of the same organization
B) A document that describes to a customer how services will be operated on a day-to-day basis
C) A document that describes business services to operational staff
D) An agreement between the service provider and an external organization

3. A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?

A) No: a known error record is created when the original incident is raised
B) Yes: for information purposes, a known error record can be created at any time it is prudent to do so
C) No: the Known Error should be created before the problem is logged
D) No: a known error record should be created with the next release of the service

4. Which of the following should be documented in an incident model?
1.Details of the service level agreement (SLA) pertaining to the incident
2.Chronological order of steps to resolve the incident

A) 2 only
B) 1 only
C) Neither of the above
D) Both of the above

5. Which one of the following is an objective of release and deployment management?

A) To standardize methods and procedures used for efficient and prompt handling of all changes
B) To ensure that the overall business risk of change is optimized
C) To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
D) To define and agree release and deployment plans with customers and stakeholders

Solutions: