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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| ITIL Service Lifecycle | - Service Design - Service Strategy - Continual Service Improvement (CSI) - Service Transition - Service Operation |
| Service Management as a Practice | - Key principles and terminology of ITIL - Concepts of service and value |
| ITIL Roles, Functions, and Responsibilities | - Organizational roles in service delivery - Service Owner and Process Owner roles |
| Key ITIL Processes and Functions | - Service Desk function - Incident and Problem Management - Change Management - Configuration and Asset Management |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
1. Which of the following is NOT an example of Self-Help capabilities?
A) Menu-driven range of self help and service requests
B) A direct interface into the back-end process-handling software
C) Requirement to always call the service desk for service requests
D) Web front-end
2. Which process is responsible for monitoring an IT Service and detecting when the performance drops below acceptable limits?
A) Service Asset and Configuration Management
B) Service Level Management
C) Event Management
D) Performance Management
3. Which of the following is a sub-process of Capacity Management?
A) Process Capacity Management
B) Component Capacity Management
C) Technology Capacity Management
D) Capability Capacity Management
4. Availability Management is responsible for availability of:
A) Services, Components and Business Processes
B) Components and Business Processes
C) Services and Components
D) Services and Business Processes
5. Which of the following are goals of Service Operation?
1. To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to the business
2. The successful release of services into the live environment
A) 2 only
B) Both of the above
C) Neither of the above
D) 1 only
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: D |
