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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which one of the following is the purpose of service level management?

A) To carry out the service operations activities needed to support current IT services
B) To create and populate a service catalogue
C) To ensure that sufficient capacity is provided to deliver the agreed performance of services
D) To ensure that an agreed level of IT service is provided for all current IT services

2. Which process is responsible for providing the rights to use an IT service?

A) Change management
B) Incident management
C) Request fulfillment
D) Access management

3. Which process is responsible for discussing reports with customers showing whether services have met their targets?

A) Change management
B) Service level management
C) Continual service improvement
D) Availability management

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

A) To build, test and deliver the capability to provide the services specified by service design
B) To ensure that all changes can be tracked, tested and verified if appropriate
C) To record and manage deviations, risks and issues related to the new or changed service
D) To ensure that each release package specified by service design consists of a set of related assets and service components

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

Solutions: