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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: The ITIL Service Lifecycle | - Lifecycle stages
|
| Topic 2: Selected Functions | - Operational functions
|
| Topic 3: Selected Processes | - ITIL processes
|
| Topic 4: Technology and Architecture | - Supporting capabilities
|
| Topic 5: Service Management as a Practice | - Fundamental concepts of service management
|
| Topic 6: Key Principles and Models | - Management concepts
|
| Topic 7: Generic Concepts and Definitions | - Core terminology
|
| Topic 8: Selected Roles | - Roles and responsibilities
|
ISEB The Foundation Examination - ITIL® Sample Questions:
Which one of the following is the BEST description of a service level agreement (SLA)?
- A. An agreement between a service provider and an external supplier
- B. The part of a contract that specifies the responsibilities of each party
- C. An agreement between the service provider and their customer
- D. An agreement between the service provider and an internal organization
Correct Answer: C 🗳️
Which of the following are managed by facilities management?
1.Hardware within a data centre or computer room
2.Applications
3.Power and cooling equipment
4.Recovery sites
- A. 1, 2 and 3 only
- B. 1 and 3 only
- C. 1, 3 and 4 only
- D. All of the above
Correct Answer: C 🗳️
Which of the following is NOT an objective of Continual Service Improvement?
- A. Improve the cost effectiveness of IT services without sacrificing customer satisfaction
- B. Identify activities to improve the efficiency of service management processes
- C. Conduct activities to deliver and manage services at agreed levels to business users
- D. Review and analyze Service Level Achievement results
Correct Answer: C 🗳️
Which of the following are types of service defined in ITIL?
1.Enabling
2.Core
3.Enhancing
4.Computer
- A. 1, 2 and 3 only
- B. 1, 3 and 4 only
- C. 1, 2 and 4 only
- D. 2, 3 and 4 only
Correct Answer: A 🗳️
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Which one of the following is it the responsibility of supplier management to negotiate and agree?
- A. Service level agreements (SLAs)
- B. Third-party contracts
- C. Operational level agreements (OLAs)
- D. The service portfolio
Correct Answer: B 🗳️
