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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. What is a RACI model used for?

A) Monitoring services
B) Defining roles and responsibilities
C) Performance analysis
D) Recording Configuration Items

2. Which process is responsible for providing the right to use an IT Service?

A) Change Management
B) Access Management
C) Incident Management
D) Request Fulfilment

3. Availability Management is responsible for availability of:

A) Components and Business Processes
B) Services, Components and Business Processes
C) Services and Components
D) Services and Business Processes

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

5. Which of the following actions are you likely to take when closing a problem?
1. Close any related incident records
2. Check that the problem record contains a full historical description of all events

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

Solutions: