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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which one of the following is the BEST description of a major incident?

A) An incident which has a high priority or a high impact on the business
B) An incident logged by a senior manager
C) An incident which requires a large number of people to resolve
D) An incident which is so complex that it requires root cause analysis before a workaround can be found

2. Which of the following are valid parts of the service portfolio?
1.Service pipeline
2.Service knowledge management system (SKMS)
3.Service catalogue

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

3. Which of the following statements about standard changes are CORRECT?
1.The approach is pre-authorized
2.The risk is usually low and well understood
3.Details of the change will be recorded
4.Some standard changes will be triggered by the request fulfilment process

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

4. Which of the following are basic concepts used in access management?

A) Normal, temporary, emergency, personal, group
B) Rights, access, identity, directory services, service/service components
C) Physical, personnel, network, emergency, service
D) Personnel, electronic, network, emergency, identity

5. Which of the following are within the scope of service asset and configuration management?
1.Identification of configuration items (CIs)
2.Recording relationships between CIs
3.Recording and control of virtual CIs
4.Approving finance for the purchase of software to support service asset and configuration management

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

Solutions: