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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Selected Processes and Functions | - Service Level Management - Problem Management - Service Desk - Change Management - Incident Management |
| Service Management as a Practice | - Key definitions and terms - Purpose and objectives of Service Management |
| Generic Concepts and Definitions | - Roles and responsibilities - Processes and functions |
| The ITIL Service Lifecycle | - Service Transition - Service Strategy - Continual Service Improvement - Service Design - Service Operation |
| Technology and Architecture | - Supporting tools and technologies |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
1. Which of the following is step 1 in the 7 Step Improvement Process?
A) Define what you should measure
B) Identify gaps in Service Level Agreement (SLA achievement
C) Prepare for action
D) Where are we now?
2. Which of the following defines the level of protection in Information Security Management?
A) The Service Level Manager
B) The IT Executive
C) The ISO27001 Standard
D) The Business
3. What would be the next step in the Continual Service Improvement Model (CSI) 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) How do we keep the momentum going?
B) How much did it cost?
C) What is the Value On Investment?
D) What is the Return On Investment?
4. Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating to components of the IT infrastructure?
A) Service Level Management
B) Change Management
C) Service Asset and Configuration Management
D) Incident Management
5. The two main parts of the Service Catalogue are:
A) Service Attributes and Service Capabilities
B) The Business Service Catalogue and the Technical Service Catalogue
C) The Service Portfolio and Retired Services
D) Service Levels and Service Costs
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: D | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: B |
