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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. RACI is an acronym for four roles. Which of the following is NOT one of the RACI roles?

A) Informed
B) Reliable
C) Accountable
D) Consulted

2. Which phase of the ITIL lifecycle provides the following benefit: 'The Total Cost of
Ownership (TCO) of a service can be minimised if all aspects of the service, the processes and the technology are considered during development'?

A) Service Design B.
Service Strategy C.
Service Operation
B) Continual Service Improvement

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

4. The Supplier Management process includes:
1. Service Design activities, to ensure that contracts will be able to support the service requirements
2. Service Operation activities, to monitor and report supplier achievements
3. Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of the business

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

5. Which of the following CANNOT be provided by a tool?

A) Knowledge
B) Wisdom
C) Data
D) Information

Solutions: