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ISEB The Foundation Examination - ITIL® Sample Questions:

1. What type of record should you raise when a problem diagnosis is complete and a workaround is available?

A) A change
B) A known error
C) A service object
D) An incident

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 of the following processes are performed by the service desk?
1.Capacity management
2.Request fulfillment
3.Demand management
4.Incident management

A) 3 and 4 only
B) 2 only
C) 2 and 4 only
D) All of the above

4. Which one of the following is the CORRECT set of steps for the continual service improvement approach?

A) What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?
B) Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
C) Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
D) Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve

5. Which process has the purpose to ensure that, by managing the risks could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels?

A) IT service continuity management
B) Financial management for IT services
C) Service catalog management
D) Change management

Solutions: