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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) Knowledge
C) Data
D) Governance

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

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

3. In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?

A) Service strategy
B) Service operation
C) Service design
D) Service transition

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

5. Which of the following is NOT an objective of request fulfillment?

A) To provide information to users about what services are available and how to request them
B) To update the service catalogue with services that may be requested through the service desk
C) To provide a channel for users to request and receive standard services
D) To source and deliver the components of standard services that have been requested

Solutions: