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ISEB The Foundation Examination - ITIL® Sample Questions:
1. The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?
A) A change request
B) A change advisory board
C) A change
D) A change model
2. 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, problem management, request fulfillment, and access management
B) Incident management, service desk, request fulfillment, access management, and event management
C) Incident management, problem management, service desk, request fulfillment, and event management
D) Event management, incident management, change management, and access management
3. Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?
A) Incident management
B) Service asset and configuration management
C) Service level management
D) Change management
4. Which of the following are reasons why ITIL is successful?
1.ITIL is vendor neutral
2.It does not prescribe actions
3.ITIL represents best practice
A) 1 and 2 only
B) All of the above
C) 2 and 3 only
D) 1 and 3 only
5. Which one of the following is the BEST description of a service-based service level agreement (SLA)?
A) An agreement that covers service specific issues in a multi-level SLA structure
B) An agreement with an individual customer group, covering all the services that they use
C) An agreement that covers one service for all customers of that service
D) An agreement that covers one service for a single customer
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: C |
By Morgan
