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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Access management is closely related to which other process?

A) 3rd line support
B) Change management
C) Information security management
D) Capacity management only

2. 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?

3. Which of the following activities are performed by a service desk?
1.Logging details of incidents and service requests
2.Providing first-line investigation and diagnosis
3.Restoring service
4.Implementing all standard changes

A) 1, 2 and 3 only
B) 2 and 4 only
C) All of the above
D) 3 and 4 only

4. Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?

A) Service transition
B) Service catalogue management
C) Service level management
D) Demand management

5. Which one of the following are the two primary elements that create value for customers?

A) Service requirements and warranty
B) Customer and user satisfaction
C) Value on investment (VOI) and return on investment (ROI)
D) Resources and capabilities

Solutions: