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ISEB ISEB-ITILF Exam Syllabus Topics:

ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which one of the following is the CORRECT set of steps for the continual service improvement approach?

A) Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
B) Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
C) Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
D) What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

2. In which document would you expect to see an overview of actual service achievements against targets?

A) Capacity plan
B) Operational level agreement (OLA)
C) Service level agreement (SLA)
D) SLA monitoring chart (SLAM)

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

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

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

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

5. In terms of adding value to the business, which one of the following describes service operation s contribution?

A) The cost of the service is designed, predicted and validated
B) Service value is modeled
C) Service value is visible to customers
D) Measures for optimization are identified

Solutions: