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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: ITIL Service Lifecycle | - Continual Service Improvement (CSI) - Service Operation - Service Transition - Service Design - Service Strategy |
| Topic 3: Key ITIL Processes and Functions | - Service Desk function - Change Management - Incident and Problem Management - Configuration and Asset Management |
| Topic 4: Service Management as a Practice | - Concepts of service and value - Key principles and terminology of ITIL |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
Question #1
The group that authorizes changes that must be installed faster than the normal process is called the:
A. Emergency CAB (ECAB)
B. Urgent Change Board (UCB)
C. Technical Management
D. Urgent Change Authority (UCA)
Question #2
Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services". These specialised organisational capabilities include which of the following?
A. Service Pipeline and Service Catalogue
B. Functions and Processes
C. Applications and Infrastructure
D. Markets and Customers
Question #3
Which Functions are included in IT Operations Management?
A. Facilities Management and Technical Management
B. Network Management and Application Management
C. Technical Management and Application Management
D. IT Operations Control and Facilities Management
Question #4
A single release unit, or a structured set of release units can be defined within:
A. A Request Model
B. The RACI Model
C. A Release Package
D. The Plan, Do, Check, Act (PDCA) cycle
Question #5
The BEST definition of an Incident is:
A. An unplanned disruption of service unless there is a backup to that service
B. An unplanned interruption or reduction in the quality of an IT Service
C. Any disruption to service that is reported to the Service Desk, regardless of whether the service is impacted or not
D. Any disruption to service whether planned or unplanned
Solutions:
| Question #1 Correct Answer: A | Question #2 Correct Answer: B | Question #3 Correct Answer: D | Question #4 Correct Answer: C | Question #5 Correct Answer: B |
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