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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| ITIL Roles, Functions, and Responsibilities | - Organizational roles in service delivery - Service Owner and Process Owner roles |
| Key ITIL Processes and Functions | - Incident and Problem Management - Configuration and Asset Management - Change Management - Service Desk function |
| ITIL Service Lifecycle | - Continual Service Improvement (CSI) - Service Strategy - Service Design - Service Transition - Service Operation |
| Service Management as a Practice | - Concepts of service and value - Key principles and terminology of ITIL |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
1. Service Transition contains detailed descriptions of which processes?
A) Service Level Management, Service Portfolio Management, Service Asset and
Configuration Management
B) Change Management, Service Asset and Configuration Management, Release and
Deployment Management
C) Service Asset and Configuration Management, Release and Deployment Management,
Request Fulfilment
D) Change Management, Capacity Management Event Management, Service Request
Management
2. Which of the following sentences BEST describes a Standard Change?
A) A pre-authorised Change that has an accepted and established procedure
B) A Change that is made as the result of an audit
C) A Change to the service provider's established policies and guidelines
D) A Change that correctly follows the required Change process
3. The lifecycle stages of IT Service Continuity Management are?
A) Strategy; Design; Transition; Operation; Continual Improvement
B) Initiation; Requirements and Strategy; Implementation; Ongoing Operation
C) Strategy; Requirements; Planning; Communication; Testing; Invocation
D) Plan; Do; Check; Act
4. Which of the following questions does guidance in Service Strategy help answer?
1. What services should we offer and to whom?
2. How do we differentiate ourselves from competing alternatives?
3. How do we truly create value for our customers?
A) All of the above
B) 2 only
C) 3 only
D) 1 only
5. Which of the following is NOT an example of a Service Provider Type?
A) External service provider
B) Third-party provider
C) Shared services unit
D) Internal service provider
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: A | Question # 5 Answer: B |
