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ISEB The Foundation Examination - ITIL® Sample Questions:
1. What are the categories of events described in the ITIL service operation book?
A) Warning, reactive, proactive
B) Scheduled, unscheduled, emergency
C) Informational, warning, exception
D) Informational, scheduled, normal
2. Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?
A) Potential
B) Preparation
C) Profit
D) Products
3. Which of the following are the MAIN objectives of incident management?
1.To automatically detect service-affecting events
2.To restore normal service operation as quickly as possible
3.To minimize adverse impacts on business operations
A) 1 and 3 only
B) All of the above
C) 1 and 2 only
D) 2 and 3 only
4. Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
A) Service transition
B) Continual service improvement
C) Service operation
D) Service design
5. Which of the following would commonly be found in a contract underpinning an IT service?
1.Financial arrangements related to the contract
2.Description of the goods or service provided
3.Responsibilities and dependencies for both parties
A) 1 and 3 only
B) All of the above
C) 1 and 2 only
D) 2 and 3 only
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: D | Question # 4 Answer: D | Question # 5 Answer: B |






