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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which one of the following is the BEST description of a service request?

A) Any request or demand that is entered by a user via a self-help web-based interface
B) Anything that the customer wants and is prepared to pay for
C) A request from a user for information, advice or for a standard change
D) Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting

2. Which one of the following would NOT be defined as part of every process?

A) Functions
B) Inputs and outputs
C) Metrics
D) Roles

3. Which one of the following is the BEST description of a major incident?

A) An incident which has a high priority or a high impact on the business
B) An incident which requires a large number of people to resolve
C) An incident which is so complex that it requires root cause analysis before a workaround can be found
D) An incident logged by a senior manager

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

5. Who is responsible for defining metrics for change management?

A) The change management process owner
B) The change advisory board (CAB)
C) The continual service improvement manager
D) The service owner

Solutions: