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ISEB The Foundation Examination - ITIL® Sample Questions:
1. Which of the following would be most useful in helping to implement a workaround as quickly as possible?
A) A definitive media library
B) A known error database
C) A capacity database
D) A request for change
2. Which of the following provide value to the business from service strategy?
1.Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful
2.Enabling the service provider to respond quickly and effectively to changes in the business environment
3.Reduction in the duration and frequency of service outages
A) 1 and 3 only
B) All of the above
C) 2 and 3 only
D) 1 and 2 only
3. Which process is responsible for discussing reports with customers showing whether services have met their targets?
A) Availability management
B) Continual service improvement
C) Service level management
D) Change management
4. What is a service delivered between two business units in the same organization known as?
A) Strategic service
B) External service
C) Internal service
D) Delivered service
5. Which process is responsible for dealing with complaints, comments, and general enquiries from users?
A) Service portfolio management
B) Request fulfilment
C) Service level management
D) Demand management
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: D | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: B |
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