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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Access management is closely related to which other process?

A) Information security management
B) Change management
C) Capacity management only
D) 3rd line support

2. Which process is responsible for discussing reports with customers showing whether services have met their targets?

A) Service level management
B) Change management
C) Availability management
D) Continual service improvement

3. Consider the following list:
1.Change authority
2.Change manager
3.Change advisory board (CAB)
Which one of the following is the BEST description of the items above?

A) Teams
B) Job descriptions
C) Roles, people or groups
D) Functions

4. Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

A) Service level management
B) Change management
C) Event management
D) Problem management

5. Which is the correct definition of a customer facing service?

A) One which is not covered by a service level agreement
B) A service not directly used by the business
C) A service that cannot be allowed to fail
D) One which directly supports the business processes of customers

Solutions: