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ISEB ISEB-ITILF Exam Syllabus Topics:

ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which of the following are the MAIN objectives of incident management?
1.To automatically detect service-affecting events
2.To restore normal service operation as quickly as possible
3.To minimize adverse impacts on business operations

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

2. Which one of the following is the BEST description of a service request?

A) Anything that the customer wants and is prepared to pay for
B) A request from a user for information, advice or for a standard change
C) Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting
D) Any request or demand that is entered by a user via a self-help web-based interface

3. Which of the following should IT service continuity strategy be based on?
1.Design of the service metrics
2.Business continuity strategy
3.Business impact analysis (BIA)
4.Risk assessment

A) 1, 3 and 4 only
B) 1, 2 and 3 only
C) 2, 3 and 4 only
D) 1, 2 and 4 only

4. What would be the next step in the continual service improvement (CSI) model after?
1.What is the vision?
2.Where are we now?
3.Where do we want to be?
4.How do we get there?
5.Did we get there?
6.?

A) What is the return on investment (ROI)?
B) What is the value on investment (VOI)?
C) How do we keep the momentum going?
D) How much did it cost?

5. Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

A) Do
B) Measure
C) Perform
D) Implement

Solutions: