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ISEB The Foundation Examination - ITIL® Sample Questions:

1. 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) Potential
C) Profit
D) Products

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

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

3. 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) 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?
C) Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
D) Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?

4. What are the categories of event described in the ITIL service operation book?

A) Informational, scheduled, normal
B) Warning, reactive, proactive
C) Scheduled, unscheduled, emergency
D) Informational, warning, exception

5. Which one of the following statements about incident reporting and logging is CORRECT?

A) Incidents reported by technical staff must also be logged as problems
B) All calls to the service desk must be logged as incidents
C) Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
D) Incidents can only be reported by users

Solutions: