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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which process is responsible for sourcing and delivering components of requested standard services?

A) Request fulfilment
B) IT finance
C) Service desk
D) Service portfolio management

2. 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 all changes to configuration items (CIs) are recorded in the configuration management system (CMS)
C) To ensure that changes are recorded and evaluated
D) To ensure the impact of changes are understood

3. Which of the following would be most useful in helping to implement a workaround as quickly as possible?

A) A known error database
B) A definitive media library
C) A capacity database
D) A request for change

4. A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?

A) Be accountable for the outcome of an activity
B) Perform an activity
C) Manage an activity
D) Be kept up-to-date on the progress of an activity

5. Which stage of the service lifecycle is MOST concerned with defining policies and objectives?

A) Service design
B) Continual service improvement
C) Service operation
D) Service transition

Solutions: