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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which process is responsible for sourcing and delivering components of requested standard services?

A) Service desk
B) Service portfolio management
C) Request fulfilment
D) IT finance

2. Which of these statements about resources and capabilities is CORRECT?

A) Resources and capabilities are both types of service asset
B) Capabilities are types of service asset and resources are not
C) Resources are types of service asset and capabilities are not
D) Neither capabilities nor resources are types of service asset

3. Which one of the following activities does application management perform?

A) Defining where the vendor of an application should be located
B) Deciding who the vendor of the storage devices will be
C) Ensuring that the required functionality is available to achieve the required business outcome
D) Agreeing the service levels for the service supported by the application

4. Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

A) Products
B) Preparation
C) Profit
D) Potential

5. Hierarchic escalation is BEST described as?

A) Notifying more senior levels of management about an incident
B) Failing to meet the incident resolution times specified in a service level agreement
C) Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
D) Passing an incident to people with a greater level of technical skill

Solutions: