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ISEB The Foundation Examination - ITIL® Sample Questions:

1. 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) Regulators
C) Stakeholders
D) Accreditors

2. Which one of the following is the BEST description of a major incident?

A) An incident which is so complex that it requires root cause analysis before a workaround can be found
B) An incident logged by a senior manager
C) An incident which has a high priority or a high impact on the business
D) An incident which requires a large number of people to resolve

3. In which of the following should details of a workaround be documented?

A) The IT service plan
B) The availability management information system
C) The problem record
D) The service level agreement (SLA)

4. Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?

A) People, products, perspective, partners
B) People, process, partners, performance
C) Performance, process, products, problems
D) People, process, products, partners

5. Which statement BEST represents the guidance on incident logging?

A) Only incidents reported to the service desk can be logged
B) All incidents must be fully logged
C) Incidents must only be logged if a resolution is not immediately available
D) The service desk decide which incidents to log

Solutions: