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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Hierarchic escalation is BEST described as?

A) Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
B) Passing an incident to people with a greater level of technical skill
C) Failing to meet the incident resolution times specified in a service level agreement
D) Notifying more senior levels of management about an incident

2. Which of the following provide value to the business from service strategy?
1.Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful
2.Enabling the service provider to respond quickly and effectively to changes in the business environment
3.Reduction in the duration and frequency of service outages

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

3. Which of the following areas would technology help to support during the service lifecycle?
1.Data mining and workflow
2.Measurement and reporting
3.Release and deployment
4.Process design

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

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

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

5. Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?

A) People, products, perspective, partners
B) Performance, process, products, problems
C) People, process, products, partners
D) People, process, partners, performance

Solutions: