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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Management Concepts | - Definition of service and value creation - Stakeholders and service relationships |
| Topic 2: ITIL Service Lifecycle | - Service Operation - Service Design - Service Strategy - Continual Service Improvement (CSI) - Service Transition |
| Topic 3: Key ITIL Processes and Functions | - Configuration Management (CMDB concepts) - Change Management - Service Desk function - Incident and Problem Management |
| Topic 4: Core Principles and Terminology | - Service value system overview - Basic ITIL terminology and concepts |
ISEB The Foundation Examination - ITIL® Sample Questions:
1. Which one of the following is NOT a valid purpose or objective of problem management?
A) To eliminate recurring incidents
B) To prevent problems and resultant incidents
C) To manage problems throughout their lifecycle
D) To restore service to a user
2. Why is it important for service providers to understand patterns of business activity (PBA)?
A) PBA are based on organizational roles and responsibilities
B) Demand for the services delivered by service providers are directly influenced by PBA
C) IT service providers CANNOT schedule changes until they understand PBA
D) Understanding PBA is the only way to enable accurate service level reporting
3. Which one of the following is an objective of service catalogue management?
A) Ensuring that the service catalogue is made available to those approved to access it
B) Negotiating and agreeing service level agreement
C) Only ensuring that adequate technical resources are available
D) Negotiating and agreeing operational level agreements
4. What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?
A) The change advisory board
B) The change authorization board
C) The change implementer
D) The change manager
5. What would be the next step in the continual service improvement (CSI) model after?
1.What is the vision?
2.Where are we now?
3.Where do we want to be?
4.How do we get there?
5.Did we get there?
6.?
A) What is the value on investment (VOI)?
B) How much did it cost?
C) What is the return on investment (ROI)?
D) How do we keep the momentum going?
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: A | Question # 5 Answer: D |
