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

2. A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?

A) Be kept up-to-date on the progress of an activity
B) Perform an activity
C) Manage an activity
D) Be accountable for the outcome of an activity

3. What is the PRIMARY process for strategic communication with the service provider's customers?

A) Business relationship management
B) Service portfolio management
C) Service desk
D) Service catalogue management

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

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

5. Which of the following provide value to the business from service strategy?
1.Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful
2.Enabling the service provider to respond quickly and effectively to changes in the business environment
3.Reduction in the duration and frequency of service outages

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

Solutions: