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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which of the following BEST describes partners' in the phrase people, processes, products and partners"?

A) The facilities management function
B) Suppliers, manufacturers and vendors
C) Internal departments
D) Customers

2. Which one of the following is NOT a valid purpose or objective of problem management?

A) To prevent problems and resultant incidents
B) To eliminate recurring incidents
C) To restore service to a user
D) To manage problems throughout their lifecycle

3. Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?

A) Change proposal
B) Risk register
C) Change policy
D) Service request

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

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

5. Which of the following CANNOT be provided by a tool?

A) Knowledge
B) Wisdom
C) Data
D) Information

Solutions: