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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which of these should a change model include?
1.The steps that should be taken to handle the change
2.Responsibilities; who should do what, including escalation
3.Timescales and thresholds for completion of the actions
4.Complaints procedures

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

2. From the perspective of the service provider, who is the person or group that agrees their service targets?

A) The user
B) The customer
C) The administrator
D) The supplier

3. What type of record should you raise when a problem diagnosis is complete and a workaround is available?

A) An incident
B) A known error
C) A service object
D) A change

4. Which of the following would commonly be found in a contract underpinning an IT service?
1.Financial arrangements related to the contract
2.Description of the goods or service provided
3.Responsibilities and dependencies for both parties

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

5. What is a service delivered between two business units in the same organization known as?

A) Internal service
B) Delivered service
C) Strategic service
D) External service

Solutions: