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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 ensure service levels are met and breaches of agreements are avoided
D) To identify whether the user is entitled to log an incident for this particular service

2. Which one of the following is NOT part of the service design stage of the service lifecycle?

A) Designing and maintaining all necessary service transition packages
B) Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced
C) Producing quality, secure and resilient designs for new or improved services
D) Measuring the effectiveness and efficiency of service design and the supporting processes

3. Which one of the following includes four stages called Plan, Do, Check and Act?

A) The Deming Cycle
B) The continual service improvement approach
C) The service lifecycle
D) The seven-step improvement process

4. Which of the following are valid parts of the service portfolio?
1.Service pipeline
2.Service knowledge management system (SKMS)
3.Service catalogue

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

5. Which one of the following functions would be responsible for the management of a data centre?

A) Service desk
B) Technical management
C) Application management
D) Facilities management

Solutions: