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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which of the following are sources of best practice?
1.Academic research
2.Internal experience
3.Industry practices

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

2. How many people should be accountable for a process as defined in the RACI model?

A) Two - the process owner and the process enactor
B) As many as necessary to complete the activity
C) Only one - the process architect
D) Only one - the process owner

3. Which of the following is service transition planning and support NOT responsible for?

A) Coordinating the efforts required to manage multiple simultaneous transitions
B) Maintaining policies, standards and models for service transition activities and processes
C) Prioritizing conflicts for service transition resources
D) Detailed planning of the build and test of individual changes

4. Which one of the following do technology metrics measure?

A) Components
B) Processes
C) Customer satisfaction
D) The end-to-end service

5. Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?

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

Solutions: