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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

A) Event management, incident management, problem management, request fulfilment, and access management
B) Event management, incident management, change management, and access management
C) Incident management, problem management, service desk, request fulfilment, and event management
D) Incident management, service desk, request fulfilment, access management, and event management

2. In which of the following should details of a workaround be documented?

A) The availability management information system
B) The service level agreement (SLA)
C) The IT service plan
D) The problem record

3. Which of the following BEST describes service strategies value to the business?

A) Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
B) Reduction in unplanned costs through optimized handling of service outages
C) Allows higher volumes of successful change
D) Reduction in the duration and frequency of service outages

4. What type of services are NOT directly used by the business but are required by the service
provider to deliver customer facing services?

A) Supporting services
B) Business services
C) Customer services
D) Component services

5. What is the result of carrying out an activity, following a process or delivering an IT service known as?

A) Outcome
B) Incident
C) Change
D) Problem

Solutions:

Question # 1 Answer: A

Question # 2 Answer: D

Question # 3 Answer: A

Question # 4 Answer: A

Question # 5 Answer: A