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ISEB The Foundation Examination - ITIL® Sample Questions:

1. What would be the next step in the continual service improvement (CSI) model after?
1.What is the vision?
2.Where are we now?
3.Where do we want to be?
4.How do we get there?
5.Did we get there?
6.?

A) How much did it cost?
B) What is the value on investment (VOI)?
C) What is the return on investment (ROI)?
D) How do we keep the momentum going?

2. Which of the following statements is CORRECT for every process?
1.It delivers its primary results to a customer or stakeholder
2.It defines activities that are executed by a single function

A) Neither of the above
B) Both of the above
C) 1 only
D) 2 only

3. What is the primary focus of business capacity management?

A) Review of all capacity supplier agreements and underpinning contracts with supplier management
B) Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
C) Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
D) Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology

4. Which one of the following is the BEST description of a service level agreement (SLA)?

A) An agreement between the service provider and an internal organization
B) An agreement between a service provider and an external supplier
C) The part of a contract that specifies the responsibilities of each party
D) An agreement between the service provider and their customer

5. Which of the following are within the scope of service asset and configuration management?
1.Identification of configuration items (CIs)
2.Recording relationships between CIs
3.Recording and control of virtual CIs
4.Approving finance for the purchase of software to support service asset and configuration management

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

Solutions: