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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Generic Concepts and Definitions | - Processes and functions - Roles and responsibilities |
| Topic 2: Service Management as a Practice | - Key definitions and terms - Purpose and objectives of Service Management |
| Topic 3: Selected Processes and Functions | - Service Desk - Problem Management - Change Management - Service Level Management - Incident Management |
| Topic 4: The ITIL Service Lifecycle | - Service Strategy - Service Design - Continual Service Improvement - Service Operation - Service Transition |
| Topic 5: Technology and Architecture | - Supporting tools and technologies |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
Which of the following is a valid role in the RACI Authority Matrix?
- A. Complex
- B. Configuration
- C. Controlled
- D. Consulted
Correct Answer: D 🗳️
A Process Owner has been identified with an "I" in a RACI matrix. Which of the following would be expected of them?
- A. Be kept up to date on the progress of an activity
- B. Perform an activity
- C. Manage an activity
- D. Tell others about the progress of an activity
Correct Answer: A 🗳️
Which of the following questions does guidance in Service Strategy help answer?
1. What services should we offer and to whom?
2. How do we differentiate ourselves from competing alternatives?
3. How do we truly create value for our customers?
- A. 2 only
- B. All of the above
- C. 1 only
- D. 3 only
Correct Answer: B 🗳️
Where should details of a Workaround always be documented?
- A. The IT Service Continuity Plan
- B. The Service Level Agreement (SLA)
- C. The Availability Management Information System
- D. The Problem Record
Correct Answer: D 🗳️
Which processes review Underpinning Contracts on a regular basis?
- A. Demand Management and Service Level Management
- B. Supplier Management and Service Level Management
- C. Supplier Management, Demand Management and Service Level Management
- D. Supplier Management and Demand Management
Correct Answer: B 🗳️
