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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which of the following should be documented in an incident model?
1.Details of the service level agreement (SLA) pertaining to the incident
2.Chronological order of steps to resolve the incident

A) Neither of the above
B) Both of the above
C) 2 only
D) 1 only

2. Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?

A) Service catalogue management
B) Event management
C) Problem management
D) Service asset and configuration management

3. Which one of the following is the BEST definition of the term service management?

A) Units of organizations with roles to perform certain activities
B) The management of functions within an organization to perform certain activities
C) A set of specialized organizational capabilities for providing value to customers in the form of services
D) A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

4. Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

A) Categorization
B) Prioritization
C) Escalation
D) Detection

5. Which of the following types of service should be included in the scope of service portfolio management?
1.Those planned to be delivered
2.Those being delivered
3.Those that have been withdrawn from service

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

Solutions: