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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which of the following would commonly be found in a contract underpinning an IT service?
1.Financial arrangements related to the contract
2.Description of the goods or service provided
3.Responsibilities and dependencies for both parties

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

2. Which of the following are types of service defined in ITIL?
1.Enabling
2.Core
3.Enhancing
4.Computer

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

3. Which one of the following is an objective of service catalogue management?

A) Ensuring that the service catalogue is made available to those approved to access it
B) Negotiating and agreeing service level agreement
C) Only ensuring that adequate technical resources are available
D) Negotiating and agreeing operational level agreements

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

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

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

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