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ISEB The Foundation Examination - ITIL® Sample Questions:

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

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

2. Which process is responsible for low risk, frequently occurring, low cost changes?

A) Request fulfillment
B) Demand management
C) Incident management
D) Release and deployment management

3. 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 ensure service levels are met and breaches of agreements are avoided
C) To establish trends for use in problem management and other IT service management (ITSM) activities
D) To enable the incident management database to be partitioned for greater efficiency

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

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

5. Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?

A) Service asset and configuration management
B) Service catalogue management
C) Problem management
D) Event management

Solutions: