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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Key ITIL Processes and Functions | - Change Management - Configuration and Asset Management - Incident and Problem Management - Service Desk function |
| Topic 2: ITIL Roles, Functions, and Responsibilities | - Organizational roles in service delivery - Service Owner and Process Owner roles |
| Topic 3: Service Management as a Practice | - Concepts of service and value - Key principles and terminology of ITIL |
| Topic 4: ITIL Service Lifecycle | - Service Transition - Service Operation - Service Strategy - Service Design - Continual Service Improvement (CSI) |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
1. In which Service Operation process would a correlation engine most likely be used?
A) Problem Management
B) Event Management
C) Incident Management
D) Request Fulfilment
2. The Definitive Media Library and Definitive Spares are the responsibility of:
A) Access Management
B) Request Fulfilment
C) Service Asset and Configuration Management
D) Facilities Management
3. Which of the following would be defined as part of every process?
1. Roles
2. Activities
3. Functions
4. Responsibilities
A) 2 and 4 only
B) 1, 2 and 4 only
C) 1 and 3 only
D) All of the above
4. Which of the following actions are you likely to take when closing a problem?
1. Close any related incident records
2. Check that the problem record contains a full historical description of all events
A) 2 only
B) 1 only
C) Both of the above
D) Neither of the above
5. Which of the following statements is CORRECT for every process?
1. It delivers its primary results to a customer or stakeholder
2. It defines activities that are executed by a single function
A) 2 only
B) 1 only
C) Both of the above
D) Neither of the above
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: B |
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