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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Selected Processes | 15% | - Service Level Management - Change Management - Problem Management - Incident Management |
| Functions and Roles | 10% | - Application Management - Technical Management - Key roles: Process Owner, Service Owner - Service Desk |
| Key Principles and Models | 15% | - Governance and risk management - Process model and characteristics - Deming Cycle |
| Generic Concepts and Definitions | 20% | - Service assets and configurations - Key terminology and definitions - Business case and service portfolio |
| ITIL Service Lifecycle | 20% | - Service Transition - Service Operation - Service Strategy - Service Design - Continual Service Improvement |
| Service Management as a Practice | 15% | - Stakeholders and value creation - Concept and definition of service management - Service and service provider types |
| Technology and Architecture | 5% | - Architecture considerations - Supporting tools and systems |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
Event Management, Problem Management, Access Management and Request Fulfilment are part of which stage of the Service Lifecycle?
- A. Service Strategy
- B. Service Transition
- C. Continual Service Improvement
- D. Service Operation
Correct Answer: D 🗳️
Defining the processes needed to operate a new service is part of:
- A. Service Operation: IT Operations Management
- B. Service Design: Design the processes
- C. Service Transition: Plan and prepare for deployment
- D. Service Strategy: Develop the offerings
Correct Answer: B 🗳️
Which of the following statements BEST describes a Definitive Media Library (DML)?
- A. A secure location where definitive hardware spares are held
- B. A secure library where definitive authorised versions of all software and back-ups are stored and protected
- C. A database that contains definitions of all media Configuration Items (CIs)
- D. A secure library where definitive authorised versions of all media Configuration Items (CIs) are stored and protected
Correct Answer: D 🗳️
The BEST Processes to automate are those that are?
- A. Carried out by lots of people
- B. Carried out by Service Operations
- C. Critical to the success of the business mission
- D. Simple and well understood
Correct Answer: D 🗳️
Which of these would fall outside the scope of a typical service Change Management process?
- A. An urgent need to replace a CPU to restore a service during an incident
- B. A change to a business process that depends on IT Services
- C. A firmware upgrade to a server that is only used for IT Service Continuity purposes
- D. A change to a contract with a supplier
Correct Answer: B 🗳️
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