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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of FT services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4:
Identifying possible future markets that the service provider could operate in

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

2. What is the name of the group that should review changes that must be implemented faster than the normal change process?

A) Urgent change authority
B) Technical management
C) Emergency change advisory board
D) Urgent change board

3. Which one of the following do major incidents require?

A) Separate procedures
B) Longer timescales
C) Less urgency
D) Less documentation

4. What is the result of carrying out an activity, following a process or delivering an IT service known as?

A) Outcome
B) Change
C) Problem
D) Incident

5. Which of the following should IT service continuity strategy be based on?
1.Design of the service metrics
2.Business continuity strategy
3.Business impact analysis (BIA)
4.Risk assessment

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

Solutions: