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ISEB The Foundation Examination - ITIL® Sample Questions:

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

2. Which one of the following is the purpose of service level management?

A) To carry out the service operations activities needed to support current IT services
B) To ensure that an agreed level of IT service is provided for all current IT services
C) To create and populate a service catalogue
D) To ensure that sufficient capacity is provided to deliver the agreed performance of services

3. The remediation plan should be evaluated at what point in the change lifecycle?

A) After the post implementation review has identified a problem with the change
B) After implementation but before the post implementation review
C) Immediately after the change has failed and needs to be backed out
D) Before the change is approved

4. Within service design, what is the key output handed over to service transition?

A) Process definitions
B) Service portfolio design
C) Measurement, methods and metrics
D) Service design package

5. Which of the following is NOT one of the five individual aspects of service design?

A) The design of the service portfolio, including the service catalogue
B) The design of market spaces
C) The design of new or changed services
D) The design of the technology architectures

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