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

2. Which of the following processes are performed by the service desk?
1.Capacity management
2.Request fulfillment
3.Demand management
4.Incident management

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

3. Which of the following statements is CORRECT for every process?
1.It delivers its primary results to a customer or stakeholder
2.It defines activities that are executed by a single function

A) 1 only
B) Neither of the above
C) 2 only
D) Both of the above

4. Which one of the following is the BEST definition of the term service management?

A) Units of organizations with roles to perform certain activities
B) The management of functions within an organization to perform certain activities
C) A set of specialized organizational capabilities for providing value to customers in the form of services
D) A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

5. Which process is responsible for providing the rights to use an IT service?

A) Incident management
B) Change management
C) Request fulfillment
D) Access management

Solutions: