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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Management as a Practice | - Concepts of service and value - Key principles and terminology of ITIL |
| Topic 2: ITIL Roles, Functions, and Responsibilities | - Service Owner and Process Owner roles - Organizational roles in service delivery |
| Topic 3: Key ITIL Processes and Functions | - Incident and Problem Management - Configuration and Asset Management - Service Desk function - Change Management |
| Topic 4: ITIL Service Lifecycle | - Service Transition - Service Design - Service Strategy - Service Operation - Continual Service Improvement (CSI) |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
1. What is the BEST description of the purpose of Service Operation?
A) To proactively prevent all outages to IT Services
B) To decide how IT will engage with suppliers during the Service Management Lifecycle
C) To deliver and manage IT Services at agreed levels to business users and customer
D) To design and build processes that will meet business needs
2. Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
A) Implement
B) Measure
C) Do
D) Perform
3. What is a RACI model used for?
A) Performance analysis
B) Defining roles and responsibilities
C) Recording Configuration Items
D) Monitoring services
4. The ITIL CORE publications are structured around the Service Lifecycle. Which of the following statements about ITIL complementary guidance is CORRECT?
A) It provides the guidance necessary for an integrated approach as required by ISO/IEC
20000
B) It is also structured around the Service Lifecycle
C) It provides guidance to specific industry sectors and types of organization
D) It consists of five publications
5. 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
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: B |
