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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which one of the following is the BEST description of a service level agreement (SLA)?

A) The part of a contract that specifies the responsibilities of each party
B) An agreement between the service provider and an internal organization
C) An agreement between a service provider and an external supplier
D) An agreement between the service provider and their customer

2. Which one of the following is the CORRECT set of steps for the continual service improvement approach?

A) Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
B) Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
C) Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
D) What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

3. Which of the following is service transition planning and support NOT responsible for?

A) Maintaining policies, standards and models for service transition activities and processes
B) Coordinating the efforts required to manage multiple simultaneous transitions
C) Prioritizing conflicts for service transition resources
D) Detailed planning of the build and test of individual changes

4. Why is it important for service providers to understand patterns of business activity (PBA)?

A) PBA are based on organizational roles and responsibilities
B) Understanding PBA is the only way to enable accurate service level reporting
C) Demand for the services delivered by service providers are directly influenced by PBA
D) IT service providers CANNOT schedule changes until they understand PBA

5. Which of the following activities would be performed by a process manager?
1.Monitoring and reporting on process performance
2.Identifying improvement opportunities
3.Appointing people to required roles

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

Solutions: