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ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

1. Which of the following BEST describes 'Partners' in the phrase "People, Processes, Products and Partners"?

A) Internal departments
B) Suppliers, manufacturers and vendors
C) Customers
D) The Facilities Management function

2. Which of the following is the CORRECT description of the Seven R's of Change
Management?

A) A set of questions that should be asked when reviewing the success of a recent Change
B) A set of questions that should be asked to help understand the impact of Changes
C) A definition of the roles and responsibilities required for Change Management
D) A seven step process for releasing Changes into production

3. What would you use the seven Rs of Change Management for?

A) To review changes after they have been implemented
B) To act as a framework for implementing a Change
C) To allocate the roles and responsibilities during the Change Management process
D) To assist with the impact analysis for a Change request

4. A Service Level Agreement (SLA) is:

A) An agreement between the Service Provider and their customer
B) An agreement between a Service Provider and an external supplier
C) An agreement between the Service Provider and an internal organisation
D) The part of a contract that specifies responsibilities of each party

5. 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

Solutions: