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

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

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

3. Which one of the following activities does application management perform?

A) Defining where the vendor of an application should be located
B) Deciding who the vendor of the storage devices will be
C) Ensuring that the required functionality is available to achieve the required business outcome
D) Agreeing the service levels for the service supported by the application

4. Which of the following BEST describes a problem?

A) The cause of two or more incidents
B) A serious incident which has a critical impact to the business
C) An issue reported by a user
D) The cause of one or more incidents

5. What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

A) Change baseline
B) Project baseline
C) Configuration baseline
D) Asset baseline

Solutions: