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ISEB The Foundation Examination - ITIL® Sample Questions:

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

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

2. Which of the following are managed by facilities management?
1.Hardware within a data centre or computer room
2.Applications
3.Power and cooling equipment
4.Recovery sites

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

3. Which of the following is an objective of business relationship management?

A) To ensure high levels of customer satisfaction
B) To identify patterns of business activity
C) To ensure strategic plans for IT services exist
D) To secure funding to manage the provision of services

4. 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

5. Where should the following information be stored?
1.The experience of staff
2.Records of user behaviour
3.Supplier's abilities and requirements
4.User skill levels

A) The service portfolio
B) The forward schedule of change
C) The service knowledge management system (SKMS)
D) A configuration management database (CMDB)

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