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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which of the following BEST describes technical management?

A) A function that includes providing technical expertise and overall management of the IT infrastructure
B) A function responsibilities for facilities management and building control systems
C) Senior managers responsibilities for all staff within the technical support function
D) A function that provides hardware repair services for technology involved in the delivery of service to customers

2. What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?

A) The change advisory board
B) The change authorization board
C) The change manager
D) The change implementer

3. Which of the following should be documented in an incident model?
1.Details of the service level agreement (SLA) pertaining to the incident
2.Chronological order of steps to resolve the incident

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

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

5. Which of the following processes are performed by the service desk?
1.Capacity management
2.Request fulfillment
3.Demand management
4.Incident management

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

Solutions: