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ITIL ISEB-ITILF Exam
The Foundation Examination - ITIL (Page 17 )

Updated On: 9-Feb-2026
Page 17 of 85
PDF with 418 Questions

Which of the following is a valid role in the RACI Authority Matrix?

  1. Controlled
  2. Configuration
  3. Consulted
  4. Complex

Answer(s): C



What are Request Models used for?

  1. Modelling arrival rates and performance characteristics of service requests
  2. Capacity Management
  3. Identifying frequently received user requests and defining how they should be handled
  4. Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote

Answer(s): C



Which of the following definitions best describes the IT Infrastructure Library (ITIL)?

  1. A documented framework of proven best practices in Service Management
  2. A prescriptive process for managing Service Improvement Projects
  3. A methodology for supporting and delivering IT services
  4. A quality standard in managing customer relationships

Answer(s): A



How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

  1. Each stage should be carried out once in the order Plan-Do-Check-Act
  2. There should be a single Plan, then the Do-Check-Act cycle should be repeated multiple times to implement Continual Improvement
  3. There should be a single Plan and Do, then Check and Act should be carried out multiple times to implement Continual Improvement
  4. The entire cycle should be repeated multiple times to implement Continual Improvement

Answer(s): D



What does a service always have to deliver to its customers?

  1. infrastructure
  2. applications
  3. resources
  4. value

Answer(s): D






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