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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Consider the following list:
1.Change authority
2.Change manager
3.Change advisory board (CAB)
Which one of the following is the BEST description of the items above?

A) Roles, people or groups
B) Job descriptions
C) Functions
D) Teams

2. Which one of the following do technology metrics measure?

A) Components
B) Processes
C) Customer satisfaction
D) The end-to-end service

3. Which process is responsible for dealing with complaints, comments, and general enquiries from users?

A) Demand management
B) Service portfolio management
C) Request fulfilment
D) Service level management

4. Which of the following types of service should be included in the scope of service portfolio management?
1.Those planned to be delivered
2.Those being delivered
3.Those that have been withdrawn from service

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

5. Which one of the following statements is CORRECT?

A) The configuration management system is part of the service knowledge management system
B) The configuration management system is part of the known error database
C) The configuration management system is part of the configuration management database
D) The service knowledge management system is part of the configuration management system

Solutions: