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ISEB ISEB-ITILF Exam Syllabus Topics:

ISEB The Foundation Examination - ITIL® Sample Questions:

1. Which process includes business, service and component sub-processes?

A) Capacity management
B) Financial management
C) Incident management
D) Service level management

2. Which of the following should be documented in an incident model?
1.Details of the service level agreement (SLA) pertaining to the incident
2.Chronological order of steps to resolve the incident

A) Neither of the above
B) 2 only
C) Both of the above
D) 1 only

3. What are the categories of events described in the ITIL service operation book?

A) Informational, scheduled, normal
B) Warning, reactive, proactive
C) Scheduled, unscheduled, emergency
D) Informational, warning, exception

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

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

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

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

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