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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

A) Reviewing measurements and metrics
B) Creating a baseline
C) Defining measurable targets
D) Implementing service and process improvements

2. Which of the following is the BEST reason for categorizing incidents?

A) To ensure service levels are met and breaches of agreements are avoided
B) To enable the incident management database to be partitioned for greater efficiency
C) To establish trends for use in problem management and other IT service management (ITSM) activities
D) To identify whether the user is entitled to log an incident for this particular service

3. What guidance does ITIL give on the frequency of production of service reporting?

A) Service reporting intervals must be defined and agreed with the customers
B) Reports should be produced weekly
C) Reporting intervals should be set by the service provider
D) Service reporting intervals must be the same for all services

4. What is the BEST description of the purpose of the service operation stage of the service lifecycle?

A) To proactively prevent all outages to IT services
B) To decide how IT will engage with suppliers during the service lifecycle
C) To deliver and manage IT services at agreed levels to business users and customers
D) To design and build processes that will meet business needs

5. Service transition contains detailed descriptions of which processes?

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

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