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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which of the following are sources of best practice?
1.Academic research
2.Internal experience
3.Industry practices

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

2. In which document would you expect to see an overview of actual service achievements against targets?

A) SLA monitoring chart (SLAM)
B) Operational level agreement (OLA)
C) Service level agreement (SLA)
D) Capacity plan

3. What type of services are NOT directly used by the business but are required by the service
provider to deliver customer facing services?

A) Business services
B) Component services
C) Customer services
D) Supporting services

4. Which one of the following generates demand for services?

A) Infrastructure trends
B) Cost of providing support
C) Service level agreements (SLA)
D) Patterns of business activity (PBA)

5. Which one of the following is the BEST description of a relationship in service asset and configuration management?

A) Describes how the configuration items (CIs) work together to deliver the services
B) Describes the topography of the hardware
C) Defines which software should be installed on a particular piece of hardware
D) Defines how version numbers should be used in a release

Solutions: