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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which of the following BEST describes a problem?

A) An issue reported by a user
B) The cause of one or more incidents
C) The cause of two or more incidents
D) A serious incident which has a critical impact to the business

2. Remediation planning is BEST described in which of the following ways?

A) Planning the steps required to be taken if a change is unsuccessful
B) Planning how to advise the change requestor of a failed change
C) Planning how to recover the cost of a change
D) Planning how to compensate a user for a failed change

3. What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

A) Employers
B) Stakeholders
C) Regulators
D) Accreditors

4. Which is the correct definition of a customer facing service?

A) One which directly supports the business processes of customers
B) A service that cannot be allowed to fail
C) One which is not covered by a service level agreement
D) A service not directly used by the business

5. 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) 1 and 2 only
C) 2 and 3 only
D) All of the above

Solutions: