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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following is NOT a responsibility of the Service Design Manager?

A) Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organisation
B) Design and maintain all necessary Service Transition packages
C) Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced
D) Measuring the effectiveness and efficiency of Service Design and the supporting processes

2. Which of the following do Technology metrics measure?

A) Customer satisfaction
B) The end to end service
C) Processes
D) Components

3. Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

A) Measure
B) Perform
C) Implement
D) Do

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

5. 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 Request Model
C) A Release Package
D) The RACI Model

Solutions: