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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?

A) Service Strategy
B) Service Design
C) Service Operation
D) Continual Service Improvement

2. Which of the following is NOT a recognized example of a service provider type within the ITIL framework?

A) Internal
B) Shared services unit
C) External
D) Service desk

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

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

4. Which one of the following is NOT an objective of problem management?

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

5. Where would you expect incident resolution targets to be documented?

A) A service description
B) A request for change (RFC)
C) The service portfolio
D) A service level agreement (SLA)

Solutions: