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ISEB ISEB-ITILF Exam Syllabus Topics:

ISEB The Foundation Examination - ITIL® Sample Questions:

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

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

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

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

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

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

4. Which process would ensure that utility and warranty requirements are properly addressed in service designs?

A) Availability management
B) Release management
C) Design coordination
D) Capacity management

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

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

Solutions: