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ISEB ISEB-ITILF Exam Syllabus Topics:

ISEB The Foundation Examination - ITIL® Sample Questions:

Question 1

Which process is responsible for dealing with complaints, comments, and general enquiries from users?

A. Request fulfilment
B. Demand management
C. Service level management
D. Service portfolio management

Question 2

Which of the following is an enabler of best practice?

A. Internal experience
B. Academic research
C. Standards
D. Technology

Question 3

Which of the following is the BEST description of a centralized service desk?

A. The desk is co-located within or physically close to the user community it serves
B. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place
C. There is a single desk in one location serving the whole organization
D. The desk provides 24 hour global support

Question 4

Which of these should a change model include?
1.The steps that should be taken to handle the change
2.Responsibilities; who should do what, including escalation
3.Timescales and thresholds for completion of the actions
4.Complaints procedures

A. 2 and 4 only
B. 1, 2 and 3 only
C. 1 and 3 only
D. All of the above

Question 5

What guidance does ITIL give on the frequency of production of service reporting?

A. Service reporting intervals must be defined and agreed with the customers
B. Service reporting intervals must be the same for all services
C. Reports should be produced weekly
D. Reporting intervals should be set by the service provider

Solutions: