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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which one of the following generates demand for services?

A) Cost of providing support
B) Patterns of business activity (PBA)
C) Infrastructure trends
D) Service level agreements (SLA)

2. The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

A) A change
B) A change request
C) A change advisory board
D) A change model

3. What are underpinning contracts used to document?

A) The provision of IT services or business services by a service provider
B) The provision of goods and services by third party suppliers
C) Service levels that have been agreed between the internal service provider and their customer
D) Metrics and critical success factors (CSFs) for internal support teams

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

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

5. Which of the following provide value to the business from service strategy?
1.Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
2.Enabling the service provider to respond quickly and effectively to changes in the business environment
3.Support the creation of a portfolio of quantified services

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

Solutions: