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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which of the following is the BEST reason for categorizing incidents?

A) To enable the incident management database to be partitioned for greater efficiency
B) To establish trends for use in problem management and other IT service management (ITSM) activities
C) To identify whether the user is entitled to log an incident for this particular service
D) To ensure service levels are met and breaches of agreements are avoided

2. Which process would maintain policies, standards and models for service transition activities and processes?

A) Change management
B) Release management
C) Capacity management
D) Service transition planning and support

3. Which of the following activities are performed by a desk?
1.Logging details of incidents and service requests
2.Providing first-line investigation and diagnosis
3.Restoring service
4.Implementing all standard changes

A) 1, 2 and 3 only
B) 2 and 4 only
C) 3 and 4 only
D) All of the above

4. Where would you expect incident resolution targets to be documented?

A) A service level agreement (SLA)
B) The service portfolio
C) A service description
D) A request for change (RFC)

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

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

Solutions: