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ISEB The Foundation Examination - ITIL® Sample Questions:
1. 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) 1 and 3 only
B) 2 and 4 only
C) All of the above
D) 1, 2 and 3 only
2. Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?
A) Service transition
B) Service catalogue management
C) Service level management
D) Demand management
3. Which of the following is NOT a recognized example of a service provider type within the ITIL framework?
A) Shared services unit
B) Service desk
C) External
D) Internal
4. Which one of the following is the purpose of service level management?
A) To ensure that an agreed level of IT service is provided for all current IT services
B) To carry out the service operations activities needed to support current IT services
C) To create and populate a service catalogue
D) To ensure that sufficient capacity is provided to deliver the agreed performance of services
5. Which of the following are basic concepts used in access management?
A) Physical, personnel, network, emergency, service
B) Rights, access, identity, directory services, service/service components
C) Normal, temporary, emergency, personal, group
D) Personnel, electronic, network, emergency, identity
Solutions:
Question # 1 Answer: D | Question # 2 Answer: B | Question # 3 Answer: B | Question # 4 Answer: A | Question # 5 Answer: B |