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ISEB The Foundation Examination - ITIL® Sample Questions:
1. Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
A) Perform
B) Implement
C) Do
D) Measure
2. Which of the following areas would technology help to support during the service lifecycle?
1.Data mining and workflow
2.Measurement and reporting
3.Release and deployment
4.Process design
A) 2, 3 and 4 only
B) All of the above
C) 1, 3 and 4 only
D) 1, 2 and 3 only
3. Which process is responsible for discussing reports with customers showing whether services have met their targets?
A) Availability management
B) Continual service improvement
C) Service level management
D) Change management
4. Which one of the following does service metrics measure?
A) Infrastructure availability
B) Functions
C) The end-to-end service
D) Maturity and cost
5. Which of the following activities are performed by a desk?
1.Logging details of incidents and service requests
2.Providing first-line investigation and diagnosis
3.Restoring service
4.Implementing all standard changes
A) 2 and 4 only
B) 3 and 4 only
C) All of the above
D) 1, 2 and 3 only
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: D |
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