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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Management Concepts | - Stakeholders and service relationships - Definition of service and value creation |
| Topic 2: ITIL Service Lifecycle | - Service Design - Service Strategy - Service Operation - Service Transition - Continual Service Improvement (CSI) |
| Topic 3: Core Principles and Terminology | - Service value system overview - Basic ITIL terminology and concepts |
| Topic 4: Key ITIL Processes and Functions | - Incident and Problem Management - Configuration Management (CMDB concepts) - Change Management - Service Desk function |
ISEB The Foundation Examination - ITIL® Sample Questions:
1. Which one of the following is NOT an aim of the change management process?
A) To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)
B) To ensure the impact of changes are understood
C) To deliver and manage IT services at agreed levels to business users
D) To ensure that changes are recorded and evaluated
2. How many people should be accountable for a process as defined in the RACI model?
A) Only one - the process owner
B) Two - the process owner and the process enactor
C) Only one - the process architect
D) As many as necessary to complete the activity
3. Which of the following would commonly be found in a contract underpinning an IT service?
1.Financial arrangements related to the contract
2.Description of the goods or service provided
3.Responsibilities and dependencies for both parties
A) All of the above
B) 1 and 2 only
C) 1 and 3 only
D) 2 and 3 only
4. Which one of the following activities is NOT part of the Deming Cycle?
A) Do
B) Act
C) Co-ordinate
D) Plan
5. Which of the following statements about standard changes are CORRECT?
1.The approach is pre-authorized
2.The risk is usually low and well understood
3.Details of the change will be recorded
4.Some standard changes will be triggered by the request fulfilment process
A) All of the above
B) 2 and 3 only
C) 1 only
D) 1, 2 and 4 only
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: A |
