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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?

A) Did we get there?
B) Where are we now?
C) How do we get there?
D) Where do we want to be?

2. Which one of the following contains information that is passed to service transition to enable the implementation of a new service?

A) A service charter
B) A service option
C) A service design package (SDP)
D) A service transition package (STP)

3. Which of the following should be documented in an incident model?
1.Details of the service level agreement (SLA) pertaining to the incident
2.Chronological order of steps to resolve the incident

A) 1 only
B) Neither of the above
C) Both of the above
D) 2 only

4. Which one of the following activities does application management perform?

A) Ensuring that the required functionality is available to achieve the required business outcome
B) Defining where the vendor of an application should be located
C) Agreeing the service levels for the service supported by the application
D) Deciding who the vendor of the storage devices will be

5. Which of the following activities would be performed by a process manager?
1.Monitoring and reporting on process performance
2.Identifying improvement opportunities
3.Appointing people to required roles

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

Solutions: