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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Generic Concepts and Definitions | - Processes and functions - Roles and responsibilities |
| Topic 2: Selected Processes and Functions | - Service Desk - Incident Management - Problem Management - Change Management - Service Level Management |
| Topic 3: Technology and Architecture | - Supporting tools and technologies |
| Topic 4: The ITIL Service Lifecycle | - Continual Service Improvement - Service Transition - Service Design - Service Strategy - Service Operation |
| Topic 5: Service Management as a Practice | - Key definitions and terms - Purpose and objectives of Service Management |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
1. Which process is responsible for low risk, frequently occurring, low cost changes?
A) Release and Deployment Management
B) Demand Management
C) Incident Management
D) Request Fulfilment
2. In which core publication can you find detailed descriptions of Service Catalogue
Management, Information Security Management and Supplier Management?
A) Service Design
B) Service Operation
C) Service Strategy
D) Service Transition
3. Which of the following CANNOT be provided by a tool?
A) Wisdom
B) Knowledge
C) Data
D) Information
4. What is the BEST description of a Major Incident?
A) An Incident logged by a senior manager
B) An Incident that is so complex that it requires root cause analysis before a workaround can be found
C) An Incident which requires a large number of people to resolve
D) An Incident which has a high priority or high impact on the business
5. Which of the following should be supported by technology?
1. Verification of Configuration Management System data
2. Control of user desk-tops
3. Creation and use of diagnostic scripts
4. Visibility of overall IT Service performance
A) 1, 2 and 3 only
B) All of the above
C) 1, 3 and 4 only
D) 2, 3 and 4 only
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: D | Question # 5 Answer: B |
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