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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which one of the following is NOT a characteristic of a process?

A) It structure an organization
B) It is measureable
C) It responds to specific events
D) It delivers specific results

2. Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

A) Service level management
B) Change management
C) Event management
D) Problem management

3. What is a service delivered between two business units in the same organization known as?

A) Internal service
B) External service
C) Delivered service
D) Strategic service

4. The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?

A) Identification of risk, analysis and management of the exposure to risk
B) Training in risk management for all staff and identification of risks
C) Training of all staff and investment of capital
D) Control of exposure to risk and investment of capital

5. Which areas of service management can benefit from automation?
1.Design and modeling
2.Reporting
3.Pattern recognition and analysis
4.Detection and monitoring

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

Solutions: