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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?

A) Service level management
B) Design coordination
C) Change management
D) Service transition planning and support

2. Which of the following would be examined by a major problem review?
1.Things that were done correctly
2.Things that were done incorrectly
3.How to prevent recurrence
4.What could be done better in the future

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

3. What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

A) Configuration baseline
B) Asset baseline
C) Project baseline
D) Change baseline

4. Which one of the following is the BEST description of a service request?

A) Anything that the customer wants and is prepared to pay for
B) Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting
C) Any request or demand that is entered by a user via a self-help web-based interface
D) A request from a user for information, advice or for a standard change

5. Within service design, what is the key output handed over to service transition?

A) Process definitions
B) Measurement, methods and metrics
C) Service portfolio design
D) Service design package

Solutions: