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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Remediation planning is BEST described in which of the following ways?

A) Planning the steps required to be taken if a change is unsuccessful
B) Planning how to compensate a user for a failed change
C) Planning how to recover the cost of a change
D) Planning how to advise the change requestor of a failed change

2. The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?

A) People, process, partners, performance
B) People, products, plans, partners
C) People, process, products, partners
D) Performance, process, products, plans

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

4. Which process is responsible for discussing reports with customers showing whether services have met their targets?

A) Service level management
B) Availability management
C) Change management
D) Continual service improvement

5. What should a service always deliver to customers?

A) Applications
B) Resources
C) Value
D) Infrastructure

Solutions: