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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which of the following are basic concepts used in access management?

A) Rights, access, identity, directory services, service/service components
B) Normal, temporary, emergency, personal, group
C) Personnel, electronic, network, emergency, identity
D) Physical, personnel, network, emergency, service

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

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

3. Which of the following should be documented in an incident model?
1.Details of the service level agreement (SLA) pertaining to the incident
2.Chronological order of steps to resolve the incident

A) Both of the above
B) 2 only
C) 1 only
D) Neither of the above

4. Which of the following is the best definition of service management?

A) A set of specialized organizational capabilities for providing value to customers in the form of services
B) An internationally recognized methodology to provide valuable services to customers
C) The ability to keep services highly available to meet the business needs
D) A complete set of all the documentation required to deliver world class services to customers

5. Which one of the following would NOT be defined as part of every process?

A) Roles
B) Functions
C) Inputs and outputs
D) Metrics

Solutions: