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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which of the following would be examined by a major problem review?
1.Things that were done correctly
2.Things that were done incorrectly
3.How to prevent recurrence
4.What could be done better in the future

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

2. Which one of the following is the BEST definition of reliability?

A) The level of risk that affects a service or process
B) How quickly a service or component can be restored to normal working order
C) The availability of a service or component
D) How long a service or configuration item (CI) can perform its function without failing

3. What is the act of transforming resources and capabilities into valuable service better known as?

A) Resource management
B) Incident management
C) Service management
D) Service support

4. Which of the following activities are performed by a service 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

5. Which one of the following statements BEST describes a definitive media library (DML)?

A) A secure location where definitive hardware spares are held
B) A secure library where definitive authorized versions of all media configuration items (CIs) are stored and protected
C) A secure library where definitive authorized versions of all software and back-ups are stored and protected
D) A database that contains definitions of all media CIs

Solutions: