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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which one of the following is the BEST definition of the term service management?

A) A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
B) A set of specialized organizational capabilities for providing value to customers in the form of services
C) The management of functions within an organization to perform certain activities
D) Units of organizations with roles to perform certain activities

2. Which one of the following statements is CORRECT?

A) The service knowledge management system is part of the configuration management system
B) The configuration management system is part of the configuration management database
C) The configuration management system is part of the service knowledge management system
D) The configuration management system is part of the known error database

3. Which of the following is an objective of business relationship management?

A) To secure funding to manage the provision of services
B) To ensure high levels of customer satisfaction
C) To identify patterns of business activity
D) To ensure strategic plans for IT services exist

4. Which of the following is NOT one of the five individual aspects of service design?

A) The design of new or changed services
B) The design of market spaces
C) The design of the service portfolio, including the service catalogue
D) The design of the technology architectures

5. What type of record should you raise when a problem diagnosis is complete and a workaround is available?

A) A service object
B) An incident
C) A change
D) A known error

Solutions: