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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Key ITIL Processes and Functions | - Incident and Problem Management - Service Desk function - Change Management - Configuration and Asset Management |
| Service Management as a Practice | - Key principles and terminology of ITIL - Concepts of service and value |
| ITIL Service Lifecycle | - Continual Service Improvement (CSI) - Service Operation - Service Transition - Service Design - Service Strategy |
| ITIL Roles, Functions, and Responsibilities | - Service Owner and Process Owner roles - Organizational roles in service delivery |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
Which Functions are included in IT Operations Management?
- A. Technical Management and Application Management
- B. Facilities Management and Technical Management
- C. IT Operations Control and Facilities Management
- D. Network Management and Application Management
Correct Answer: C 🗳️
Which is the CORRECT list for the three levels of a multi level Service Level Agreement
(SLA)?
- A. Service, User, IT
- B. Corporate, Customer, Service
- C. Corporate, Customer, Technology
- D. Technology, Customer, User
Correct Answer: B 🗳️
Which of the following activities are responsibilities of a Supplier Manager?
1. Negotiating and agreeing Contracts
2. Updating the Supplier and Contract database
3. Planning for possible closure, renewal or extension of contracts
4. Managing relationships with internal suppliers
- A. 1, 2 and 3 only
- B. None of the above
- C. 2, 3 and 4 only
- D. 1, 3 and 4 only
Correct Answer: A 🗳️
Which of these statements about Assets, Resources and Capabilities is MOST accurate?
- A. Resources and Capabilities are both types of Asset
- B. Capabilities are types of Asset and Resources are ways of using Assets
- C. Capabilities and Resources are both ways of using Assets
- D. Resources are types of Asset and Capabilities are ways of using Assets
Correct Answer: A 🗳️
Which of the following areas would technology help to support during the Service Operation phase of the Lifecycle?
1. Identifying configuration of user desktop PCs when Incidents are logged
2. Control of user desk-top PCs
3. Create and use diagnostic scripts
4. Dashboard type technology
- A. All of the above
- B. 1, 2 and 3 only
- C. 2, 3 and 4 only
- D. 1, 3 and 4 only
Correct Answer: A 🗳️
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