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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Where would you expect incident resolution targets to be documented?

A) The service portfolio
B) A request for change (RFC)
C) A service description
D) A service level agreement (SLA)

2. What is the primary focus of business capacity management?

A) Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
B) Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
C) Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
D) Review of all capacity supplier agreements and underpinning contracts with supplier management

3. Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?

A) Service strategy
B) Service transition
C) Continual service improvement
D) Service operation

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

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

5. Which statement should NOT be part of the value proposition for Service Design?

A) Reduced total cost of ownership
B) Improved quality of service
C) Better balance of technical skills to support live services
D) Improved Service alignment with business goals

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