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ISEB The Foundation Examination - ITIL® Sample Questions:

1. What are the categories of event described in the UIL service operation book?

A) Scheduled, unscheduled, emergency
B) Informational, warning, exception
C) Warning, reactive, proactive
D) Informational, scheduled, normal

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

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

3. Which of the following availability management activities is/are considered to be proactive as opposed to reactive?
1.Monitoring system availability
2.Designing availability into a proposed solution

A) Both of the above
B) 1 only
C) None of the above
D) 2 only

4. Which one of the following includes four stages called Plan, Do, Check and Act?

A) The service lifecycle
B) The continual service improvement approach
C) The Deming Cycle
D) The seven-step improvement process

5. What type of services are NOT directly used by the business but are required by the service
provider to deliver customer facing services?

A) Component services
B) Customer services
C) Business services
D) Supporting services

Solutions: