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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ITIL Roles, Functions, and Responsibilities | - Service Owner and Process Owner roles - Organizational roles in service delivery |
| Topic 2: Service Management as a Practice | - Key principles and terminology of ITIL - Concepts of service and value |
| Topic 3: Key ITIL Processes and Functions | - Incident and Problem Management - Change Management - Configuration and Asset Management - Service Desk function |
| Topic 4: ITIL Service Lifecycle | - Service Transition - Service Operation - Service Design - Continual Service Improvement (CSI) - Service Strategy |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
Which of the following statements is CORRECT?
- A. The Configuration Management System is part of the Service Knowledge Management system
- B. The Configuration Management System is part of the Known Error Data Base
- C. The Service Knowledge Management System is part of the Configuration Management
System - D. The Configuration Management System is part of the Configuration Management Database
Correct Answer: A 🗳️
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. Neither of the above
- B. Both of the above
- C. 2 only
- D. 1 only
Correct Answer: B 🗳️
What are the key processes within Service Operation?
- A. Event Management, Incident Management, Request Fulfilment and Access Management
- B. Incident Management, Service Desk, Request Fulfilment, Access Management and Event
Management - C. Event Management, Incident and Problem Management, Request Fulfilment and Access
Management - D. Incident and Problem Management, Service Desk, Request Fulfilment and Event
Management
Correct Answer: C 🗳️
Which of the following questions does guidance in Service Strategy help answer?
1. What services should we offer and to whom?
2. How do we differentiate ourselves from competing alternatives?
3. How do we truly create value for our customers?
- A. 3 only
- B. 2 only
- C. All of the above
- D. 1 only
Correct Answer: C 🗳️
Which Functions are included in IT Operations Management?
- A. IT Operations Control and Facilities Management
- B. Facilities Management and Technical Management
- C. Network Management and Application Management
- D. Technical Management and Application Management
Correct Answer: A 🗳️
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