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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which one of the following is NOT an objective of problem management?

A) Minimizing the impact of incidents that cannot be prevented
B) Eliminating recurring incidents
C) Preventing problems and resulting incidents from happening
D) Restoring normal service operation as quickly as possible

2. Which stage of the service lifecycle is MOST concerned with defining policies and objectives?

A) Service transition
B) Service design
C) Service operation
D) Continual service improvement

3. The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

A) A change model
B) A change request
C) A change advisory board
D) A change

4. Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

A) Preparation
B) Profit
C) Products
D) Potential

5. Which of the following provide value to the business from service strategy?
1.Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful
2.Enabling the service provider to respond quickly and effectively to changes in the business environment
3.Reduction in the duration and frequency of service outages

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

Solutions: