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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which of the following statements BEST describes the aims of release and deployment management?

A) To build, test and deliver the capability to provide the services specified by service design
B) To ensure that each release package specified by service design consists of a set of related assets and service components
C) To record and manage deviations, risks and issues related to the new or changed service
D) To ensure that all changes can be tracked, tested and verified if appropriate

2. Which of the following is NOT a valid objective of problem management?

A) To restore service to a user
B) To manage problems throughout their lifecycle
C) To eliminate recurring incidents
D) To prevent problems and their resultant Incidents

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

4. Which of the following identifies the purpose of design coordination?

A) Designing of all the links between every service design process and all other processes in the service lifecycle
B) Provide a single point of control for all activities and processes within the service design stage of the lifecycle
C) Control of all supplier relationships from design right through to the production environment
D) Ensuring all service designs have availability designed into them

5. What are underpinning contracts used to document?

A) The provision of goods and services by third party suppliers
B) Service levels that have been agreed between the internal service provider and their customer
C) Metrics and critical success factors (CSFs) for internal support teams
D) The provision of IT services or business services by a service provider

Solutions: