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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ITIL Service Lifecycle | - Continual Service Improvement (CSI) - Service Transition - Service Strategy - Service Operation - Service Design |
| Topic 2: Key ITIL Processes and Functions | - Change Management - Configuration and Asset Management - Service Desk function - Incident and Problem Management |
| Topic 3: ITIL Roles, Functions, and Responsibilities | - Service Owner and Process Owner roles - Organizational roles in service delivery |
| Topic 4: Service Management as a Practice | - Key principles and terminology of ITIL - Concepts of service and value |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
Who is responsible for ensuring that the Request Fulfilment process is being performed according to the agreed and documented process?
- A. The Request Fulfilment Process Owner
- B. The Service Owner
- C. The Service Desk Manager
- D. The Release Packaging and Build Manager
Correct Answer: A 🗳️
Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?
- A. Service Strategy
- B. Service Transition
- C. Continual Service Improvement
- D. Service Operation
Correct Answer: C 🗳️
Which of the following does the Availability Management process include:
1. Ensuring services are able to meet availability targets
2. Monitoring and reporting actual availability
3. Improvement activities, to ensure that services continue to meet or exceed their availability goals
- A. 1 and 3 only
- B. 1 only
- C. 1 and 2 only
- D. All of the above
Correct Answer: D 🗳️
IT Service Continuity strategy should be based on:
1: Design of the service technology
2: Business continuity strategy
3: Business Impact Analysis
4: Risk assessment
- A. 1, 2 and 3 only
- B. 2, 3 and 4 only
- C. 1, 3 and 4 only
- D. 1, 2 and 4 only
Correct Answer: B 🗳️
Which of the following are Service Desk organizational structures?
1. Local Service Desk
2. Virtual Service Desk
3. IT Help Desk
4. Follow the Sun
- A. 1, 2 and 3 only
- B. 2, 3 and 4 only
- C. 1, 3 and 4 only
- D. 1, 2 and 4 only
Correct Answer: D 🗳️
