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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which one of the following is NOT an aim of the change management process?

A) To deliver and manage IT services at agreed levels to business users
B) To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)
C) To ensure that changes are recorded and evaluated
D) To ensure the impact of changes are understood

2. Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

A) Defining measurable targets
B) Implementing service and process improvements
C) Creating a baseline
D) Reviewing measurements and metrics

3. Which statement about the emergency change advisory board (ECAB) is CORRECT?

A) Amongst the duties of the ECAB is the review of completed emergency changes
B) The ECAB considers every high priority request for change (RFC)
C) The ECAB will be chaired by the IT Director
D) The ECAB will be used for emergency changes where there may not be time to call a full CAB

4. Which of the following are valid parts of the service portfolio?
1.Service pipeline
2.Service knowledge management system (SKMS)
3.Service catalogue

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

5. Which one of the following does service metrics measure?

A) The end-to-end service
B) Maturity and cost
C) Infrastructure availability
D) Functions

Solutions: