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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which process is responsible for low risk, frequently occurring, low cost changes?

A) Demand management
B) Release and deployment management
C) Incident management
D) Request fulfillment

2. Which statement should NOT be part of the value proposition for Service Design?

A) Reduced total cost of ownership
B) Improved quality of service
C) Better balance of technical skills to support live services
D) Improved Service alignment with business goals

3. The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?

A) Configuration level
B) Service level
C) Customer level
D) Corporate level

4. Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

A) Incident management, problem management, service desk, request fulfilment, and event management
B) Event management, incident management, problem management, request fulfilment, and access management
C) Event management, incident management, change management, and access management
D) Incident management, service desk, request fulfilment, access management, and event management

5. Which process will regularly anal0yse incident data to identify discernible trends?

A) Event management
B) Problem management
C) C0hange management
D) Service level management

Solutions: