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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Technology and Architecture | 5% | - Supporting tools and systems - Architecture considerations |
| Selected Processes | 15% | - Service Level Management - Problem Management - Change Management - Incident Management |
| Functions and Roles | 10% | - Service Desk - Application Management - Technical Management - Key roles: Process Owner, Service Owner |
| Service Management as a Practice | 15% | - Service and service provider types - Concept and definition of service management - Stakeholders and value creation |
| Key Principles and Models | 15% | - Process model and characteristics - Deming Cycle - Governance and risk management |
| Generic Concepts and Definitions | 20% | - Business case and service portfolio - Service assets and configurations - Key terminology and definitions |
| ITIL Service Lifecycle | 20% | - Service Design - Service Transition - Continual Service Improvement - Service Strategy - Service Operation |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
1. To add value to the business, what are the four reasons to monitor and measure?
A) Manage; Monitor; Diagnose; Intervene
B) Plan; Predict; Report; Justify
C) Validate; Direct; Justify; Intervene
D) Report; Manage; Improve; Extend
2. 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) All of the above
B) 2 only
C) 3 only
D) 1 only
3. Which of the following would NOT be a task carried out by the Request Fulfilment process?
A) Provision of information used to compare actual performance against design standards
B) Provision of information to users and customers about the availability of services and the procedure for obtaining them
C) The sourcing and delivering of the components of requested standard services (e.g. licenses and software media)
D) Provision of a channel for users to request and receive standard services for which a predefined approval and qualification process exists
4. Identify the input to the Problem Management process
A) Request for Change
B) Incident Records
C) Problem Resolution
D) New Known Errors
5. Which of the following BEST describes 'Partners' in the phrase "People, Processes, Products and Partners"?
A) Customers
B) Suppliers, manufacturers and vendors
C) Internal departments
D) The Facilities Management function
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: B | Question # 5 Answer: B |
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