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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. A Process Owner has been identified with an "I" in a RACI matrix. Which of the following would be expected of them?

A) Be kept up to date on the progress of an activity
B) Manage an activity
C) Perform an activity
D) Tell others about the progress of an activity

2. Which of the following questions does guidance in Service Strategy help answer?
1. What services should we offer and to whom?
2. How do we differentiate ourselves from competing alternatives?
3. How do we truly create value for our customers?

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

3. Order the following Continual Service Improvement (CSI) implementation steps into the
CORRECT sequence in alignment with the Plan, Do, Check, Act (PDCA) model.
1. Allocate roles and responsibilities to work on CSI initiatives
2. Measure and review that the CSI plan is executed and its objectives are being achieved
3. Identify the scope, objectives and requirements for CSI 4. Implement CSI enhancement

A) 2-3-4-1
B) 1-3-2-4
C) 3-1-2-4
D) 3-4-2-1

4. Which of the following statements BEST describes a Definitive Media Library (DML)?

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

5. Which of the following are goals of Service Operation?
1. To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to the business
2. The successful release of services into the live environment

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

Solutions: