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ISEB ISEB-ITILF Exam Syllabus Topics:

ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?

A) To proactively prevent all outages to IT services
B) To design and build processes which will meet business needs
C) To deliver and manage IT services at agreed levels to business users and customers
D) To decide how IT will engage with suppliers during the service lifecycle

2. Which one of the following includes four stages called Plan, Do, Check and Act?

A) The Deming Cycle
B) The continual service improvement approach
C) The service lifecycle
D) The seven-step improvement process

3. Which of the following is the BEST description of a service-based service level agreement (SLA)?

A) The SLA covers one service, for all the customers of that service
B) An SLA for a service with no customers
C) An SLA that covers all customers for all services
D) The SLA covers an individual customer group for all services they use

4. Which one of the following is NOT a responsibility of the service transaction stage of the service lifecycle?

A) To plan the resources required to manage a release
B) To provide good-quality knowledge and information about services
C) To design and develop capabilities for service management
D) To ensure that a service managed and operated accordance with constraints specified during design

5. What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

A) Employers
B) Regulators
C) Stakeholders
D) Accreditors

Solutions: