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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which one of the following is NOT a characteristic of a process?

A) It delivers specific results
B) It is measureable
C) It responds to specific events
D) It structure an organization

2. What do customer perceptions and business outcomes help to define?

A) Total cost of ownership (TCO)
B) Governance
C) The value of a service
D) Key performance indicators (KPIs)

3. What is the act of transforming resources and capabilities into valuable service better known as?

A) Resource management
B) Incident management
C) Service support
D) Service management

4. Which of the following should IT service continuity strategy be based on?
1.Design of the service metrics
2.Business continuity strategy
3.Business impact analysis (BIA)
4.Risk assessment

A) 1, 2 and 3 only
B) 2, 3 and 4 only
C) 1, 2 and 4 only
D) 1, 3 and 4 only

5. Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?

A) Service request
B) Change proposal
C) Change policy
D) Risk register

Solutions: