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ISEB ISEB-ITILF Exam Syllabus Topics:

ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which of the following is the BEST reason for categorizing incidents?

A) To identify whether the user is entitled to log an incident for this particular service
B) To establish trends for use in problem management and other IT service management (ITSM) activities
C) To enable the incident management database to be partitioned for greater efficiency
D) To ensure service levels are met and breaches of agreements are avoided

2. Which one of the following do technology metrics measure?

A) Components
B) Processes
C) Customer satisfaction
D) The end-to-end service

3. Which of the following BEST describes a problem?

A) The cause of one or more incidents
B) The cause of two or more incidents
C) A serious incident which has a critical impact to the business
D) An issue reported by a user

4. Which one of the following are the two primary elements that create value for customers?

A) Resources and capabilities
B) Service requirements and warranty
C) Value on investment (VOI) and return on investment (ROI)
D) Customer and user satisfaction

5. 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 3 only
B) All of the above
C) 1 and 2 only
D) 2 and 3 only

Solutions: