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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. 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) 3-4-2-1
C) 1-3-2-4
D) 3-1-2-4

2. Which of the following are aspects of Service Design?
1. Architectures
2. Technology
3. Service Management processes
4. Metrics

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

3. Which of these would fall outside the scope of a typical service Change Management process?

A) A firmware upgrade to a server that is only used for IT Service Continuity purposes
B) A change to a business process that depends on IT Services
C) An urgent need to replace a CPU to restore a service during an incident
D) A change to a contract with a supplier

4. Which of these statements about Resources and Capabilities is CORRECT?

A) Capabilities are types of Service Asset and Resources are not
B) Resources and Capabilities are both types of Service Asset
C) Neither Capabilities nor Resources are types of Service Asset
D) Resources are types of Service Asset and Capabilities are not

5. One of the five major aspects of Service Design is the design of service solutions. Which of the following does this include?

A) Only requirements needed and agreed
B) Only resources and capabilities needed
C) Only capabilities needed and agreed
D) Requirements, resources and capabilities needed and agreed

Solutions: