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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which of the following are valid parts of the service portfolio?
1.Service pipeline
2.Service knowledge management system (SKMS)
3.Service catalogue

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

2. Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?

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

3. Which one of the following includes four stages called Plan, Do, Check and Act?

A) The seven-step improvement process
B) The service lifecycle
C) The Deming Cycle
D) The continual service improvement approach

4. Which is the correct definition of a customer facing service?

A) A service not directly used by the business
B) A service that cannot be allowed to fail
C) One which directly supports the business processes of customers
D) One which is not covered by a service level agreement

5. What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

A) Asset baseline
B) Project baseline
C) Configuration baseline
D) Change baseline

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