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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which one of the following do major incidents require?

A) Less documentation
B) Longer timescales
C) Less urgency
D) Separate procedures

2. A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?

A) Be kept up-to-date on the progress of an activity
B) Manage an activity
C) Perform an activity
D) Be accountable for the outcome of an activity

3. The BEST description of an incident is:

A) Any disruption to service whether planned or unplanned
B) An unplanned disruption of service unless there is a backup to that service
C) Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not
D) An unplanned interruption to service or a reduction in the quality of service

4. Which one of the following is NOT part of the service design stage of the service lifecycle?

A) Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced
B) Producing quality, secure and resilient designs for new or improved services
C) Measuring the effectiveness and efficiency of service design and the supporting processes
D) Designing and maintaining all necessary service transition packages

5. What is the BEST description of the purpose of the service operation stage of the service lifecycle?

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

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