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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Core Principles and Terminology | - Service value system overview - Basic ITIL terminology and concepts |
| Service Management Concepts | - Stakeholders and service relationships - Definition of service and value creation |
| Key ITIL Processes and Functions | - Service Desk function - Incident and Problem Management - Configuration Management (CMDB concepts) - Change Management |
| ITIL Service Lifecycle | - Service Transition - Service Design - Service Strategy - Continual Service Improvement (CSI) - Service Operation |
ISEB The Foundation Examination - ITIL® Sample Questions:
Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?
- A. The supplier management
- B. The IT service continuity management
- C. The service catalogue management
- D. The service level management
Correct Answer: A 🗳️
Which one of the following does service metrics measure?
- A. Infrastructure availability
- B. The end-to-end service
- C. Functions
- D. Maturity and cost
Correct Answer: B 🗳️
Which of the following statements about standard changes are CORRECT?
1.The approach is pre-authorized
2.The risk is usually low and well understood
3.Details of the change will be recorded
4.Some standard changes will be triggered by the request fulfilment process
- A. 2 and 3 only
- B. All of the above
- C. 1 only
- D. 1, 2 and 4 only
Correct Answer: B 🗳️
What is a RACI model used for?
- A. Recording configuration items
- B. Monitoring services
- C. Performance analysis
- D. Defining roles and responsibilities
Correct Answer: D 🗳️
Within service design, what is the key output handed over to service transition?
- A. Process definitions
- B. Service design package
- C. Service portfolio design
- D. Measurement, methods and metrics
Correct Answer: B 🗳️
