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ISEB The Foundation Examination - ITIL® Sample Questions:

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

2. Service transition contains detailed descriptions of which processes?

A) Change management, capacity management event management, service request management
B) Service level management, service portfolio management, service asset and configuration management
C) Service asset and configuration management, release and deployment management, request fulfillment
D) Change management, service asset and configuration management, release and deployment management

3. Which one of the following is the BEST definition of reliability?

A) The level of risk that affects a service or process
B) How long a service or configuration item (CI) can perform its function without failing
C) How quickly a service or component can be restored to normal working order
D) The availability of a service or component

4. Which one of the following is the BEST description of a service request?

A) A request from a user for information, advice or for a standard change
B) Anything that the customer wants and is prepared to pay for
C) Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting
D) Any request or demand that is entered by a user via a self-help web-based interface

5. Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

A) Perform
B) Implement
C) Do
D) Measure

Solutions: