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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which one of the following is NOT an aim of the change management process?

A) To deliver and manage IT services at agreed levels to business users
B) To ensure that changes are recorded and evaluated
C) To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)
D) To ensure the impact of changes are understood

2. In terms of adding value to the business, which one of the following describes service operation s contribution?

A) The cost of the service is designed, predicted and validated
B) Service value is modeled
C) Measures for optimization are identified
D) Service value is visible to customers

3. Which of the following should be considered when designing measurement systems, methods and metrics?
1.The services
2.The architectures
3.The configuration items
4.The processes

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

4. Which of the following would be examined by a major problem review?
1.Things that were done correctly
2.Things that were done incorrectly
3.How to prevent recurrence
4.What could be done better in the future

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

5. Which of the following is the best definition of IT service management?

A) Technical implementation of supporting IT infrastructure components
B) An internal service provider that is embedded within a business unit
C) A complete set of all the documentation required to deliver world class services to customers
D) The implementation and management of quality IT services that meet business needs

Solutions: