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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Management as a Practice | - Fundamental concepts of service management
|
| Selected Processes | - ITIL processes
|
| Selected Roles | - Roles and responsibilities
|
| Selected Functions | - Operational functions
|
| The ITIL Service Lifecycle | - Lifecycle stages
|
| Generic Concepts and Definitions | - Core terminology
|
| Technology and Architecture | - Supporting capabilities
|
| Key Principles and Models | - Management concepts
|
ISEB The Foundation Examination - ITIL® Sample Questions:
1. In terms of adding value to the business, which one of the following describes service operation s contribution?
A) Service value is visible to customers
B) Service value is modeled
C) Measures for optimization are identified
D) The cost of the service is designed, predicted and validated
2. Which one of the following is NOT a characteristic of a process?
A) It delivers specific results
B) It responds to specific events
C) It structure an organization
D) It is measureable
3. Which one of the following does service metrics measure?
A) The end-to-end service
B) Maturity and cost
C) Functions
D) Infrastructure availability
4. Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
A) Incident management, service desk, request fulfilment, access management, and event management
B) Event management, incident management, problem management, request fulfilment, and access management
C) Incident management, problem management, service desk, request fulfilment, and event management
D) Event management, incident management, change management, and access management
5. Which process would ensure that utility and warranty requirements are properly addressed in service designs?
A) Availability management
B) Release management
C) Design coordination
D) Capacity management
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: A | Question # 4 Answer: B | Question # 5 Answer: C |
