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ISEB ISEB-ITILF Exam Syllabus Topics:

ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which process is responsible for discussing reports with customers showing whether services have met their targets?

A) Service level management
B) Availability management
C) Change management
D) Continual service improvement

2. Which of the following are within the scope of service asset and configuration management?
1.Identification of configuration items (CIs)
2.Recording relationships between CIs
3.Recording and control of virtual CIs
4.Approving finance for the purchase of software to support service asset and configuration management

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

3. Which of the following is the BEST description of a service-based service level agreement (SLA)?

A) The SLA covers an individual customer group for all services they use
B) The SLA covers one service, for all the customers of that service
C) An SLA that covers all customers for all services
D) An SLA for a service with no customers

4. What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

A) Project baseline
B) Asset baseline
C) Configuration baseline
D) Change baseline

5. Who is responsible for defining metrics for change management?

A) The change management process owner
B) The change advisory board (CAB)
C) The service owner
D) The continual service improvement manager

Solutions: