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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Management as a Practice | - Concepts of service and value - Key principles and terminology of ITIL |
| Key ITIL Processes and Functions | - Service Desk function - Change Management - Incident and Problem Management - Configuration and Asset Management |
| ITIL Service Lifecycle | - Service Strategy - Service Operation - Continual Service Improvement (CSI) - Service Transition - Service Design |
| 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:
The BEST definition of an Incident is:
- A. An unplanned interruption or reduction in the quality of an IT Service
- B. Any disruption to service that is reported to the Service Desk, regardless of whether the service is impacted or not
- C. An unplanned disruption of service unless there is a backup to that service
- D. Any disruption to service whether planned or unplanned
Correct Answer: A 🗳️
Which role would you MOST expect to be involved in the management of Underpinning
Contracts?
- A. Process Manager
- B. IT Designer/Architect
- C. Supplier Manager
- D. Service Catalogue Manager
Correct Answer: C 🗳️
Which part of ITIL provides guidance in adapting good practice for specific business environments and organizational strategies?
- A. The ITIL Complementary Guidance
- B. The Service Strategy book
- C. The Service Support book
- D. Pocket Guides
Correct Answer: A 🗳️
Which of the following are the two primary elements that create value for customers?
- A. Value on Investment, Return on Investment
- B. Understanding Service Requirements and Warranty
- C. Customer and User satisfaction
- D. Utility and Warranty
Correct Answer: D 🗳️
One organisation provides and manages an entire business process or function for another organisation. This is known as:
- A. Knowledge Process Outsourcing
- B. Business Process Management
- C. Business Function Outsourcing
- D. Business Process Outsourcing
Correct Answer: D 🗳️
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