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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which processes are responsible for the regular review of underpinning contracts?

A) Supplier management and availability management
B) Availability management and service level management
C) Supplier management and service level management
D) Supplier management and change management

2. Which one of the following is the BEST description of a service level agreement (SLA)?

A) An agreement between the service provider and their customer
B) An agreement between the service provider and an internal organization
C) The part of a contract that specifies the responsibilities of each party
D) An agreement between a service provider and an external supplier

3. Which of the following activities would be performed by a process manager?
1.Monitoring and reporting on process performance
2.Identifying improvement opportunities
3.Appointing people to required roles

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

4. Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?

A) To provide good-quality knowledge and information about services
B) To plan the resources required to manage a release
C) To ensure that a service can be managed and operated in accordance with constraints specified during design
D) To design and develop capabilities for service management

5. In terms of adding value to the business, which one of the following describes service operation s contribution?

A) Measures for optimization are identified
B) Service value is modeled
C) Service value is visible to customers
D) The cost of the service is designed, predicted and validated

Solutions: