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ISEB ISEB-ITILF Exam Syllabus Topics:

ISEB The Foundation Examination - ITIL® Sample Questions:

1. The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

A) Information
B) Data
C) Knowledge
D) Governance

2. The consideration of value creation is a principle of which stage of the service lifecycle?

A) Service design
B) Service strategy
C) Service transition
D) Continual service improvement

3. Which one of the following is the BEST definition of the term service management?

A) A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
B) The management of functions within an organization to perform certain activities
C) A set of specialized organizational capabilities for providing value to customers in the form of services
D) Units of organizations with roles to perform certain activities

4. The BEST description of an incident is:

A) Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not
B) An unplanned disruption of service unless there is a backup to that service
C) Any disruption to service whether planned or unplanned
D) An unplanned interruption to service or a reduction in the quality of service

5. Which of the following service desk organizational structures are described in service operation?
1.Local service desk
2.Virtual service desk
3.IT help desk
4.Follow the sun

A) 1, 2 and 3 only
B) 1, 2 and 4 only
C) 1, 3 and 4 only
D) 2, 3 and 4 only

Solutions: