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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which of the following is the best definition of IT service management?

A) Technical implementation of supporting IT infrastructure components
B) The implementation and management of quality IT services that meet business needs
C) An internal service provider that is embedded within a business unit
D) A complete set of all the documentation required to deliver world class services to customers

2. Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

A) Continual service improvement (CSI) approach
B) The Deming Cycle
C) RACI model
D) Incident model

3. Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

A) Implementing service and process improvements
B) Creating a baseline
C) Reviewing measurements and metrics
D) Defining measurable targets

4. Which of the following BEST describes partners' in the phrase people, processes, products and partners"?

A) Customers
B) The facilities management function
C) Internal departments
D) Suppliers, manufacturers and vendors

5. What are customers of IT services who work in the same organization as the service provider known as?

A) Valued customers
B) Internal customers
C) Strategic customers
D) External customers

Solutions: