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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

A) Incident management, service desk, request fulfilment, access management, and event management
B) Event management, incident management, problem management, request fulfilment, and access management
C) Incident management, problem management, service desk, request fulfilment, and event management
D) Event management, incident management, change management, and access management

2. Consider the following list:
1.Change authority
2.Change manager
3.Change advisory board (CAB)
Which one of the following is the BEST description of the items above?

A) Job descriptions
B) Teams
C) Functions
D) Roles, people or groups

3. 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) 1, 2 and 3 only
C) 1, 2 and 4 only
D) 2, 3 and 4 only

4. Service transition contains detailed descriptions of which processes?

A) Change management, capacity management event management, service request management
B) Service level management, service portfolio management, service asset and configuration management
C) Service asset and configuration management, release and deployment management, request fulfillment
D) Change management, service asset and configuration management, release and deployment management

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) Failing to meet the incident resolution times specified in a service level agreement
D) Notifying more senior levels of management about an incident

Solutions: