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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Hierarchic escalation is BEST described as?

A) Passing an incident to people with a greater level of technical skill
B) Notifying more senior levels of management about an incident
C) Failing to meet the incident resolution times specified in a service level agreement
D) Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction

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

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

3. Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

A) Detection
B) Prioritization
C) Escalation
D) Categorization

4. Which of the following BEST describes the purpose of access management?

A) To prevent problems and resulting Incidents from happening
B) To provide a channel for users to request and receive standard services
C) Provides the rights for users to be able to use a service or group of services
D) To detect security events and make sense of them

5. Which of these statements about resources and capabilities is CORRECT?

A) Resources and capabilities are both types of service asset
B) Neither capabilities nor resources are types of service asset
C) Capabilities are types of service asset and resources are not
D) Resources are types of service asset and capabilities are not

Solutions: