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ISEB ISEB-ITILF Exam Syllabus Topics:

ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which of the following is the correct definition of an outcome?

A) All the accumulated knowledge of the service provider
B) The results specific to the clauses in a service level agreement (SLA)
C) The result of carrying out an activity, following a process or delivering an IT service
D) All incidents reported to the service desk

2. Which of the following is the best definition of service management?

A) The ability to keep services highly available to meet the business needs
B) A complete set of all the documentation required to deliver world class services to customers
C) An internationally recognized methodology to provide valuable services to customers
D) A set of specialized organizational capabilities for providing value to customers in the form of services

3. Which one of the following is an objective of release and deployment management?

A) To define and agree release and deployment plans with customers and stakeholders
B) To standardize methods and procedures used for efficient and prompt handling of all changes
C) To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
D) To ensure that the overall business risk of change is optimized

4. Which of the following BEST describes the purpose of access management?

A) To prevent problems and resulting Incidents from happening
B) To detect security events and make sense of them
C) Provides the rights for users to be able to use a service or group of services
D) To provide a channel for users to request and receive standard services

5. Which process is responsible for dealing with complaints, comments, and general enquiries from users?

A) Service level management
B) Demand management
C) Request fulfilment
D) Service portfolio management

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