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ISEB ISEB-ITILF Exam Syllabus Topics:

ISEB The Foundation Examination - ITIL® Sample Questions:

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

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

2. Which of the following would be examined by a major problem review?
1.Things that were done correctly
2.Things that were done incorrectly
3.How to prevent recurrence
4.What could be done better in the future

A) 1 only
B) 2 and 3 only
C) 1, 2 and 4 only
D) All of the above

3. Which of these statements about resources and capabilities is CORRECT?

A) Resources are types of service asset and capabilities are not
B) Resources and capabilities are both types of service asset
C) Neither capabilities nor resources are types of service asset
D) Capabilities are types of service asset and resources are not

4. Which one of the following is the BEST description of a major incident?

A) An incident which requires a large number of people to resolve
B) An incident which is so complex that it requires root cause analysis before a workaround can be found
C) An incident which has a high priority or a high impact on the business
D) An incident logged by a senior manager

5. What do customer perceptions and business outcomes help to define?

A) Key performance indicators (KPIs)
B) Total cost of ownership (TCO)
C) The value of a service
D) Governance

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