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ISEB The Foundation Examination - ITIL® Sample Questions:

1. What do customer perceptions and business outcomes help to define?

A) Total cost of ownership (TCO)
B) The value of a service
C) Governance
D) Key performance indicators (KPIs)

2. The BEST description of an incident is:

A) An unplanned interruption to service or a reduction in the quality of service
B) Any disruption to service whether planned or unplanned
C) An unplanned disruption of service unless there is a backup to that service
D) Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not

3. 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

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

5. Which of the following is the best definition of IT service management?

A) The implementation and management of quality IT services that meet business needs
B) Technical implementation of supporting IT infrastructure components
C) An internal service provider that is embedded within a business unit
D) A complete set of all the documentation required to deliver world class services to customers

Solutions: