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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ITIL Roles, Functions, and Responsibilities | - Organizational roles in service delivery - Service Owner and Process Owner roles |
| Topic 2: ITIL Service Lifecycle | - Service Transition - Service Operation - Service Design - Continual Service Improvement (CSI) - Service Strategy |
| Topic 3: Key ITIL Processes and Functions | - Service Desk function - Incident and Problem Management - Configuration and Asset Management - Change Management |
| Topic 4: Service Management as a Practice | - Key principles and terminology of ITIL - Concepts of service and value |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
Question 1
Which of the following would NOT trigger Service Level Management activity?
A. Service review meetings
B. Standard Changes
C. Changes in strategy or policy
D. Service breaches
Question 2
Where should details of a Workaround always be documented?
A. The Availability Management Information System
B. The Service Level Agreement (SLA)
C. The Problem Record
D. The IT Service Continuity Plan
Question 3
The Definitive Media Library and Definitive Spares are the responsibility of:
A. Facilities Management
B. Access Management
C. Service Asset and Configuration Management
D. Request Fulfilment
Question 4
Which is the CORRECT list for the three levels of a multi level Service Level Agreement
(SLA)?
A. Corporate, Customer, Technology
B. Service, User, IT
C. Corporate, Customer, Service
D. Technology, Customer, User
Question 5
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. 2, 3 and 4 only
B. 1, 3 and 4 only
C. 1, 2 and 3 only
D. None of the above
Solutions:
| Question 1 Answer: B | Question 2 Answer: C | Question 3 Answer: C | Question 4 Answer: C | Question 5 Answer: C |
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