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ISEB The Foundation Examination - ITIL® Sample Questions:

1. What are the categories of event described in the UIL service operation book?

A) Warning, reactive, proactive
B) Scheduled, unscheduled, emergency
C) Informational, scheduled, normal
D) Informational, warning, exception

2. 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

3. 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) Did we get there?
D) Where are we now?

4. Which of the following availability management activities is/are considered to be proactive as opposed to reactive?
1.Monitoring system availability
2.Designing availability into a proposed solution

A) 1 only
B) None of the above
C) 2 only
D) Both of the above

5. What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

A) Employers
B) Regulators
C) Accreditors
D) Stakeholders

Solutions: