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ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?

A) Design coordination
B) Change management
C) Service transition planning and support
D) Service level management

2. What is a RACI model used for?

A) Performance analysis
B) Defining roles and responsibilities
C) Monitoring services
D) Recording configuration items

3. Which of the following provide value to the business from service strategy?
1.Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
2.Enabling the service provider to respond quickly and effectively to changes in the business environment
3.Support the creation of a portfolio of quantified services

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

4. Which one of the following is an objective of release and deployment management?

A) To define and agree release and deployment plans with customers and stakeholders
B) To ensure that the overall business risk of change is optimized
C) To standardize methods and procedures used for efficient and prompt handling of all changes
D) To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)

5. Which one of the following statements BEST describes a definitive media library (DML)?

A) A database that contains definitions of all media CIs
B) A secure library where definitive authorized versions of all software and back-ups are stored and protected
C) A secure library where definitive authorized versions of all media configuration items (CIs) are stored and protected
D) A secure location where definitive hardware spares are held

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