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ISEB ISEB-ITILF Exam Syllabus Topics:

ISEB The Foundation Examination - ITIL® Sample Questions:

1. 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 catalogue management
B) Service transition
C) Demand management
D) Service level management

2. A process owner is responsible for which of the following?
1.Defining the process strategy
2.Assisting with process design
3.Improving the process
4.Performing all activities involved in a process

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

3. Which one of the following is an objective of service catalogue management?

A) Negotiating and agreeing operational level agreements
B) Negotiating and agreeing service level agreement
C) Only ensuring that adequate technical resources are available
D) Ensuring that the service catalogue is made available to those approved to access it

4. A Service design package (SDP) would normally be produced for which of the following?
1.A new IT service
2.A major change to an IT service
3.An emergency change to an IT service
4.An IT service retirement

A) All of the above
B) 2, 3 and 4 only
C) None of the above
D) 1, 2 and 4 only

5. Hierarchic escalation is BEST described as?

A) Passing an incident to people with a greater level of technical skill
B) Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
C) Notifying more senior levels of management about an incident
D) Failing to meet the incident resolution times specified in a service level agreement

Solutions: