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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which of the following BEST describes a problem?

A) An issue reported by a user
B) The cause of one or more incidents
C) A serious incident which has a critical impact to the business
D) The cause of two or more incidents

2. How many people should be accountable for a process as defined in the RACI model?

A) Only one - the process owner
B) As many as necessary to complete the activity
C) Only one - the process architect
D) Two - the process owner and the process enactor

3. Which of the following BEST describes service strategies value to the business?

A) Reduction in the duration and frequency of service outages
B) Allows higher volumes of successful change
C) Reduction in unplanned costs through optimized handling of service outages
D) Enabling the service provider to have a clear understanding of what levels of service will make their customers successful

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

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

5. Which of the following statements about standard changes are CORRECT?
1.The approach is pre-authorized
2.The risk is usually low and well understood
3.Details of the change will be recorded
4.Some standard changes will be triggered by the request fulfilment process

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

Solutions: