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ISEB ISEB-ITILF Exam Syllabus Topics:

ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which one of the following is the BEST description of a service request?

A) Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting
B) A request from a user for information, advice or for a standard change
C) Anything that the customer wants and is prepared to pay for
D) Any request or demand that is entered by a user via a self-help web-based interface

2. Which one of the following is NOT a characteristic of a process?

A) It delivers specific results
B) It responds to specific events
C) It is measureable
D) It structure an organization

3. What are the categories of event described in the ITIL service operation book?

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

4. Which of the following activities are performed by a service 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) 2 and 4 only
B) 1, 2 and 3 only
C) 3 and 4 only
D) All of the above

5. What would be the next step in the continual service improvement (CSI) model after?
1.What is the vision?
2.Where are we now?
3.Where do we want to be?
4.How do we get there?
5.Did we get there?
6.?

A) What is the value on investment (VOI)?
B) What is the return on investment (ROI)?
C) How much did it cost?
D) How do we keep the momentum going?

Solutions: