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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which process would maintain policies, standards and models for service transition activities and processes?

A) Change management
B) Capacity management
C) Release management
D) Service transition planning and support

2. Which process will regularly anal0yse incident data to identify discernible trends?

A) Event management
B) Problem management
C) C0hange management
D) Service level management

3. Which function or process would provide staff to monitor events in an operations bridge?

A) Request fulfillment
B) Technical management
C) IT operations management
D) Applications management

4. Which of these should a change model include?
1.The steps that should be taken to handle the change
2.Responsibilities; who should do what, including escalation
3.Timescales and thresholds for completion of the actions
4.Complaints procedures

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

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

A) An internationally recognized methodology to provide valuable services to customers
B) A set of specialized organizational capabilities for providing value to customers in the form of services
C) The ability to keep services highly available to meet the business needs
D) A complete set of all the documentation required to deliver world class services to customers

Solutions: