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ISEB The Foundation Examination - ITIL® Sample Questions:

1. A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?

A) No: the Known Error should be created before the problem is logged
B) No: a known error record should be created with the next release of the service
C) No: a known error record is created when the original incident is raised
D) Yes: for information purposes, a known error record can be created at any time it is prudent to do so

2. What is a service delivered between two business units in the same organization known as?

A) External service
B) Internal service
C) Delivered service
D) Strategic service

3. Consider the following list:
1.Change authority
2.Change manager
3.Change advisory board (CAB)
Which one of the following is the BEST description of the items above?

A) Teams
B) Roles, people or groups
C) Job descriptions
D) Functions

4. In which of the following should details of a workaround be documented?

A) The availability management information system
B) The IT service plan
C) The service level agreement (SLA)
D) The problem record

5. Which function or process would provide staff to monitor events in an operations bridge?

A) IT operations management
B) Request fulfillment
C) Technical management
D) Applications management

Solutions: