ISEB ISEB-ITILF : The Foundation Examination - ITIL®

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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which areas of service management can benefit from automation?
1.Design and modeling
2.Reporting
3.Pattern recognition and analysis
4.Detection and monitoring

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

2. Which of the following activities would be performed by a process manager?
1.Monitoring and reporting on process performance
2.Identifying improvement opportunities
3.Appointing people to required roles

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

3. The BEST description of an incident is:

A) Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not
B) Any disruption to service whether planned or unplanned
C) An unplanned disruption of service unless there is a backup to that service
D) An unplanned interruption to service or a reduction in the quality of service

4. Which of the following should IT service continuity strategy be based on?
1.Design of the service metrics
2.Business continuity strategy
3.Business impact analysis (BIA)
4.Risk assessment

A) 1, 2 and 3 only
B) 2, 3 and 4 only
C) 1, 3 and 4 only
D) 1, 2 and 4 only

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

Solutions: