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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| The ITIL Service Lifecycle | - Service Design - Service Operation - Service Strategy - Continual Service Improvement - Service Transition |
| Generic Concepts and Definitions | - Roles and responsibilities - Processes and functions |
| Service Management as a Practice | - Key definitions and terms - Purpose and objectives of Service Management |
| Selected Processes and Functions | - Service Level Management - Problem Management - Service Desk - Incident Management - Change Management |
| Technology and Architecture | - Supporting tools and technologies |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
The MAIN purpose of the Service Portfolio is to describe services in terms of?
- A. Service Level Requirements
- B. Functionality
- C. IT Assets
- D. Business Value
Correct Answer: D 🗳️
Which role would you MOST expect to be involved in the management of Underpinning
Contracts?
- A. Supplier Manager
- B. Service Catalogue Manager
- C. Process Manager
- D. IT Designer/Architect
Correct Answer: A 🗳️
Which phase of the ITIL lifecycle provides the following benefit: 'The Total Cost of
Ownership (TCO) of a service can be minimised if all aspects of the service, the processes and the technology are considered during development'?
- A. Service Design B.
Service Strategy C.
Service Operation - B. Continual Service Improvement
Correct Answer: A 🗳️
Order the following Continual Service Improvement (CSI) implementation steps into the
CORRECT sequence in alignment with the Plan, Do, Check, Act (PDCA) model.
1. Allocate roles and responsibilities to work on CSI initiatives
2. Measure and review that the CSI plan is executed and its objectives are being achieved
3. Identify the scope, objectives and requirements for CSI 4. Implement CSI enhancement
- A. 1-3-2-4
- B. 3-1-2-4
- C. 2-3-4-1
- D. 3-4-2-1
Correct Answer: B 🗳️
Which of the following is NOT a characteristic of a process?
- A. Delivers specific results
- B. Responds to specific events
- C. A method of structuring an organization
- D. It is measurable
Correct Answer: C 🗳️
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