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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which role is accountable for the operational management of a process?

A) Process practitioner
B) Service manager
C) Process manager
D) Change manager

2. Which of the following is NOT an objective of request fulfillment?

A) To provide information to users about what services are available and how to request them
B) To update the service catalogue with services that may be requested through the service desk
C) To provide a channel for users to request and receive standard services
D) To source and deliver the components of standard services that have been requested

3. Which one of the following does service metrics measure?

A) Maturity and cost
B) The end-to-end service
C) Infrastructure availability
D) Functions

4. Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

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

5. Which of the following types of service should be included in the scope of service portfolio management?
1.Those planned to be delivered
2.Those being delivered
3.Those that have been withdrawn from service

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

Solutions: