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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Remediation planning is BEST described in which of the following ways?

A) Planning how to compensate a user for a failed change
B) Planning how to advise the change requestor of a failed change
C) Planning the steps required to be taken if a change is unsuccessful
D) Planning how to recover the cost of a change

2. Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?

A) Service level management
B) Design coordination
C) Change management
D) Service transition planning and support

3. Which one of the following is the BEST description of a service request?

A) Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting
B) A request from a user for information, advice or for a standard change
C) Anything that the customer wants and is prepared to pay for
D) Any request or demand that is entered by a user via a self-help web-based interface

4. Which two processes will contribute MOST to enabling effective problem detection?

A) Incident and financial management
B) Knowledge and service level management
C) Incident and event management
D) Change and release and deployment management

5. Which of the following is NOT a recognized example of a service provider type within the ITIL framework?

A) Internal
B) Service desk
C) External
D) Shared services unit

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