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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

A) The process owner
B) The customer
C) The service owner
D) The IT director

2. Which process would you MOST expect to be involved in the management of underpinning contracts?

A) Service catalogue management
B) Supplier management
C) Change management
D) Release and deployment management

3. Which of the following is the correct definition of an outcome?

A) The result of carrying out an activity, following a process or delivering an IT service
B) All the accumulated knowledge of the service provider
C) All incidents reported to the service desk
D) The results specific to the clauses in a service level agreement (SLA)

4. Why is it important for service providers to understand patterns of business activity (PBA)?

A) Understanding PBA is the only way to enable accurate service level reporting
B) PBA are based on organizational roles and responsibilities
C) Demand for the services delivered by service providers are directly influenced by PBA
D) IT service providers CANNOT schedule changes until they understand PBA

5. At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

A) Service operation: IT operations management
B) Service transition: Plan and prepare for deployment
C) Service strategy: Develop the offerings
D) Service design: Design the processes

Solutions: