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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which process would be used to compare the value that newer services have offered over those they have replaced?

A) Service portfolio management
B) Availability management
C) Capacity management
D) Service catalogue management

2. The BEST description of an incident is:

A) An unplanned disruption of service unless there is a backup to that service
B) Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not
C) An unplanned interruption to service or a reduction in the quality of service
D) Any disruption to service whether planned or unplanned

3. Which statement BEST represents the guidance on incident logging?

A) Incidents must only be logged if a resolution is not immediately available
B) The service desk decide which incidents to log
C) Only incidents reported to the service desk can be logged
D) All incidents must be fully logged

4. A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?

A) Be accountable for the outcome of an activity
B) Perform an activity
C) Be kept up-to-date on the progress of an activity
D) Manage an activity

5. Which process or function is responsible for monitoring activities and events in the IT infrastructure?

A) Incident management
B) Capacity management
C) IT operations management
D) Service level management

Solutions: