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

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

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

3. The consideration of value creation is a principle of which stage of the service lifecycle?

A) Service transition
B) Continual service improvement
C) Service strategy
D) Service design

4. The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?

A) Identification of risk, analysis and management of the exposure to risk
B) Training of all staff and investment of capital
C) Control of exposure to risk and investment of capital
D) Training in risk management for all staff and identification of risks

5. Which of the following identify the purpose of business relationship management?
1.To establish and maintain a business relationship between service provider and customer
2.To identify customer needs and ensure that the service provider is able to meet

A) 1 only
B) Both of the above
C) 2 only
D) Neither of the above

Solutions: