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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Who is responsible for ensuring that the Request Fulfilment process is being performed according to the agreed and documented process?

A) The Release Packaging and Build Manager
B) The Request Fulfilment Process Owner
C) The Service Desk Manager
D) The Service Owner

2. A single release unit, or a structured set of release units can be defined within:

A) The Plan, Do, Check, Act (PDCA) cycle
B) A Release Package
C) The RACI Model
D) A Request Model

3. Which process lists "Understanding patterns of business activity" as a major role?

A) Service Desk
B) Demand Management
C) Supplier Management
D) Request Fulfilment

4. Which of the following activities is carried out in the "Where do we want to be" step of the Continual Service Improvement Model?

A) Creating a baseline
B) Aligning the business and IT strategies
C) Defining measurable targets
D) Implementing service and process improvements

5. Which of the following statements is INCORRECTLY assigned to its book?

A) Contains guidance on transferring the control of services between customers and service providers: SERVICE TRANSITION
B) Contains guidance on supporting operations through new models and architectures, such as shared services: CONTINUAL SERVICE IMPROVEMENT
C) Provides Guidance for the development of services and service management processes:
SERVICE DESIGN
D) Ensures that organisations are in a position to handle the costs and risks associated with their service portfolios: SERVICE STRATEGY

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