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ISEB The Foundation Examination - ITIL® Sample Questions:

1. What should a service always deliver to customers?

A) Resources
B) Infrastructure
C) Value
D) Applications

2. Which of the following is NOT a source of best practice?

A) Internal experience
B) Standards
C) Technology
D) Academic research

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

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

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

5. Which function or process would provide staff to monitor events in an operations bridge?

A) Applications management
B) Request fulfillment
C) IT operations management
D) Technical management

Solutions: