ISEB ISEB-ITILF Actual Free Exam Questions & Community Discussion

Exam Code/Number: ISEB-ITILF
Exam Name/Title: The Foundation Examination - ITIL®
Certification Provider: ISEB
Corresponding Certification: ISEB Certification

Exam Questions: 215
Updated On: May 30, 2026

Question #10

What is the BEST description of an operational level agreement (OLA)?

A. An agreement between the service provider and an external organization

B. A document that describes to a customer how services will be operated on a day-to-day basis

C. An agreement between the service provider and another part of the same organization

D. A document that describes business services to operational staff

Discussion 0

Correct Answer: C Vote an answer

Question #11

Which one of the following is the BEST description of a major incident?

A. An incident which has a high priority or a high impact on the business

B. An incident which is so complex that it requires root cause analysis before a workaround can be found

C. An incident which requires a large number of people to resolve

D. An incident logged by a senior manager

Discussion 0

Correct Answer: A Vote an answer

Question #12

Which process will regularly anal0yse incident data to identify discernible trends?

A. Service level management

B. C0hange management

C. Problem management

D. Event management

Discussion 0

Correct Answer: C Vote an answer

Question #13

Which process would you MOST expect to be involved in the management of underpinning contracts?

A. Change management

B. Release and deployment management

C. Supplier management

D. Service catalogue management

Discussion 0

Correct Answer: C Vote an answer

Question #14

Which process is responsible for managing relationships with vendors?

A. Change management

B. Supplier management

C. Continual service improvement

D. Service portfolio management

Discussion 0

Correct Answer: B Vote an answer

Question #15

Which of the following are types of service defined in ITIL?
1.Enabling
2.Core
3.Enhancing
4.Computer

A. 2, 3 and 4 only

B. 1, 3 and 4 only

C. 1, 2 and 4 only

D. 1, 2 and 3 only

Discussion 0

Correct Answer: D Vote an answer

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Question #16

Which one of the following statements about incident reporting and logging is CORRECT?

A. Incidents can only be reported by users

B. All calls to the service desk must be logged as incidents

C. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service

D. Incidents reported by technical staff must also be logged as problems

Discussion 0

Correct Answer: C Vote an answer

Question #17

Which one of the following are the two primary elements that create value for customers?

A. Service requirements and warranty

B. Customer and user satisfaction

C. Value on investment (VOI) and return on investment (ROI)

D. Resources and capabilities

Discussion 0

Correct Answer: D Vote an answer

Question #18

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

A. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place

B. The desk provides 24 hour global support

C. The desk is co-located within or physically close to the user community it serves

D. There is a single desk in one location serving the whole organization

Discussion 0

Correct Answer: D Vote an answer

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