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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which one of the following is the purpose of service level management?

A) To ensure that sufficient capacity is provided to deliver the agreed performance of services
B) To ensure that an agreed level of IT service is provided for all current IT services
C) To carry out the service operations activities needed to support current IT services
D) To create and populate a service catalogue

2. Within service design, what is the key output handed over to service transition?

A) Process definitions
B) Service design package
C) Service portfolio design
D) Measurement, methods and metrics

3. Who is responsible for defining metrics for change management?

A) The service owner
B) The continual service improvement manager
C) The change advisory board (CAB)
D) The change management process owner

4. A Service design package (SDP) would normally be produced for which of the following?
1.A new IT service
2.A major change to an IT service
3.An emergency change to an IT service
4.An IT service retirement

A) 1, 2 and 4 only
B) None of the above
C) All of the above
D) 2, 3 and 4 only

5. Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?

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

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