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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which of the following areas would technology help to support during the service lifecycle?
1.Data mining and workflow
2.Measurement and reporting
3.Release and deployment
4.Process design

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

2. What is a RACI model used for?

A) Recording configuration items
B) Monitoring services
C) Performance analysis
D) Defining roles and responsibilities

3. Where would you expect incident resolution targets to be documented?

A) A service description
B) The service portfolio
C) A service level agreement (SLA)
D) A request for change (RFC)

4. Which one of the following statements about incident reporting and logging is CORRECT?

A) All calls to the service desk must be logged as incidents
B) Incidents can only be reported by users
C) Incidents reported by technical staff must also be logged as problems
D) Incidents can be reported by anyone who detects a disruption or potential disruption to normal service

5. Which of the following statements BEST describes the aims of release and deployment management?

A) To build, test and deliver the capability to provide the services specified by service design
B) To record and manage deviations, risks and issues related to the new or changed service
C) To ensure that each release package specified by service design consists of a set of related assets and service components
D) To ensure that all changes can be tracked, tested and verified if appropriate

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