[2026] ISEB The Foundation® ITIL (2012 Onwards)

문제1

In which document would you expect to see an overview of actual service achievements against targets?

A. Operational level agreement (OLA)

B. Capacity plan

C. Service level agreement (SLA)

D. SLA monitoring chart (SLAM)

정답: D

문제2

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

A. Event management

B. Service level management

C. Problem management

D. Change management

정답: C

문제3

Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

A. Event management

B. Service level management

C. Problem management

D. Change management

정답: C

문제4

Which of the following are the MAIN objectives of incident management?
1. To automatically detect service-affecting events
2. To restore normal service operation as quickly as possible
3. To minimize adverse impacts on business operations

A. 1 and 3 only

B. 2 and 3 only

C. 1 and 2 only

D. All of the above

정답: B

문제5

Which of the following is service transition planning and support NOT responsible for?

A. Detailed planning of the build and test of individual changes

B. Coordinating the efforts required to manage multiple simultaneous transitions

C. Maintaining policies, standards and models for service transition activities and processes

D. Prioritizing conflicts for service transition resources

정답: A

문제6

What are the categories of events described in the ITIL service operation book?

A. Scheduled, unscheduled, emergency

B. Informational, warning, exception

C. Warning, reactive, proactive

D. Informational, scheduled, normal

정답: B

문제7

Which one of the following can help determine the level of impact of a problem?

A. Configuration management system (CMS)

B. Definitive media library (DML)

C. Statement of requirements (SOR)

D. Standard operating procedures (SOP)

정답: A

문제8

Which process includes business, service and component sub-processes?

A. Financial management

B. Incident management

C. Service level management

D. Capacity management

정답: D

문제9

Which process has the following objective "Establish new or changed services into supported environments within the predicted cost, time and resource estimates"?

A. Service strategy

B. Service transition planning and support

C. Service level management

D. Change management

정답: B

문제10

What is the BEST description of the purpose of the service operation stage of the service lifecycle?

A. To proactively prevent all outages to IT services

B. To deliver and manage IT services at agreed levels to business users and customers

C. To design and build processes that will meet business needs

D. To decide how IT will engage with suppliers during the service lifecycle

정답: B

문제11

Which of the following statements BEST describes the aims of release and deployment management?

A. To ensure that each release package specified by service design consists of a set of related assets and service components

B. To record and manage deviations, risks and issues related to the new or changed service

C. To build, test and deliver the capability to provide the services specified by service design

D. To ensure that all changes can be tracked, tested and verified if appropriate

정답: C

문제12

What do customer perceptions and business outcomes help to define?

A. Governance

B. Key performance indicators (KPIs)

C. Total cost of ownership (TCO)

D. The value of a service

정답: D

문제13

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

A. Incident and event management

B. Change and release and deployment management

C. Incident and financial management

D. Knowledge and service level management

정답: A

문제14

What are the categories of event described in the UIL service operation book?

A. Scheduled, unscheduled, emergency

B. Informational, warning, exception

C. Warning, reactive, proactive

D. Informational, scheduled, normal

정답: B

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