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ISEB The Foundation Examination - ITIL® Sample Questions:

1. In which document would you expect to see an overview of actual service achievements against targets?

A) Service level agreement (SLA)
B) Capacity plan
C) SLA monitoring chart (SLAM)
D) Operational level agreement (OLA)

2. Which one of the following is an objective of service transition?

A) To plan and manage entries in the service catalogue
B) To ensure that service changes create the expected business value
C) To minimize the impact of service outages on day-to-day business activities
D) To negotiate service levels for new services

3. Which one of the following generates demand for services?

A) Infrastructure trends
B) Patterns of business activity (PBA)
C) Cost of providing support
D) Service level agreements (SLA)

4. 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) Internal
D) External

5. In which of the following areas would ITIL complementary guidance provide assistance?
1.Adapting best practice for specific industry sectors
2.Integrating ITIL with other operating models

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

Solutions: