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ISEB The Foundation Examination - ITIL® Sample Questions:

1. What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?

A) The change manager
B) The change authorization board
C) The change implementer
D) The change advisory board

2. Which of the following are valid parts of the service portfolio?
1.Service pipeline
2.Service knowledge management system (SKMS)
3.Service catalogue

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

3. Where should the following information be stored?
1.The experience of staff
2.Records of user behaviour
3.Supplier's abilities and requirements
4.User skill levels

A) The forward schedule of change
B) The service knowledge management system (SKMS)
C) A configuration management database (CMDB)
D) The service portfolio

4. What guidance does ITIL give on the frequency of production of service reporting?

A) Reports should be produced weekly
B) Service reporting intervals must be defined and agreed with the customers
C) Reporting intervals should be set by the service provider
D) Service reporting intervals must be the same for all services

5. 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) A request from a user for information, advice or for a standard change
C) 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
D) Any request or demand that is entered by a user via a self-help web-based interface

Solutions: