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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ITIL Service Lifecycle | - Service Transition - Continual Service Improvement (CSI) - Service Strategy - Service Design - Service Operation |
| Topic 2: Service Management as a Practice | - Key principles and terminology of ITIL - Concepts of service and value |
| Topic 3: Key ITIL Processes and Functions | - Configuration and Asset Management - Incident and Problem Management - Service Desk function - Change Management |
| Topic 4: ITIL Roles, Functions, and Responsibilities | - Organizational roles in service delivery - Service Owner and Process Owner roles |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
1. Which of the following is a valid role in the RACI Authority Matrix?
A) Controlled
B) Consulted
C) Complex
D) Configuration
2. As a strategic tool for assessing the value of IT services, Financial Management applies to which of the following service provider types?
1. An internal service provider embedded within a business unit
2. An internal service provider that provides shared IT services
3. An external service provider
A) All of the above
B) 1 and 2 only
C) 2 and 3 only
D) 1 and 3 only
3. Which process lists "Understanding patterns of business activity" as a major role?
A) Request Fulfilment
B) Demand Management
C) Supplier Management
D) Service Desk
4. 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 Strategy: Develop the offerings
D) Service Transition: Plan and prepare for deployment
5. What would be the next step in the Continual Service Improvement Model (CSI) after:
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Did we get there?
6. ?
A) What is the Return On Investment?
B) What is the Value On Investment?
C) How much did it cost?
D) How do we keep the momentum going?
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: D |
