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ISEB ISEB-ITILF Exam Syllabus Topics:

ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which of the following activities are performed by a desk?
1.Logging details of incidents and service requests
2.Providing first-line investigation and diagnosis
3.Restoring service
4.Implementing all standard changes

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

2. Which of the following BEST describes technical management?

A) A function that includes providing technical expertise and overall management of the IT infrastructure
B) A function responsibilities for facilities management and building control systems
C) A function that provides hardware repair services for technology involved in the delivery of service to customers
D) Senior managers responsibilities for all staff within the technical support function

3. Which of the following should be documented in an incident model?
1.Details of the service level agreement (SLA) pertaining to the incident
2.Chronological order of steps to resolve the incident

A) 2 only
B) 1 only
C) Both of the above
D) Neither of the above

4. 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 customers successful
2.Enabling the service provider to respond quickly and effectively to changes in the business environment
3.Support the creation of a portfolio of quantified services

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

5. Which one of the following is the BEST definition of the term service management?

A) The management of functions within an organization to perform certain activities
B) A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
C) A set of specialized organizational capabilities for providing value to customers in the form of services
D) Units of organizations with roles to perform certain activities

Solutions: