Exam Name: ITIL Foundation Certificate in IT Service Management
Certification Provider: ISEB
Corresponding Certification: ISEB Certification
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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 |
| ITIL Service Lifecycle | - Service Operation - Service Transition - Service Strategy - Continual Service Improvement (CSI) - Service Design |
| Key ITIL Processes and Functions | - Change Management - Configuration and Asset Management - Service Desk function - Incident and Problem Management |
| 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:
Which of the following statements is CORRECT?
- A. The Configuration Management System is part of the Configuration Management Database
- B. The Configuration Management System is part of the Service Knowledge Management system
- C. The Configuration Management System is part of the Known Error Data Base
- D. The Service Knowledge Management System is part of the Configuration Management
System
Correct Answer: B 🗳️
Which of the following are the two primary elements that create value for customers?
- A. Value on Investment, Return on Investment
- B. Customer and User satisfaction
- C. Utility and Warranty
- D. Understanding Service Requirements and Warranty
Correct Answer: C 🗳️
Which of the following do Technology metrics measure?
- A. The end to end service
- B. Components
- C. Processes
- D. Customer satisfaction
Correct Answer: B 🗳️
Which of the following would NOT trigger Service Level Management activity?
- A. Changes in strategy or policy
- B. Service breaches
- C. Service review meetings
- D. Standard Changes
Correct Answer: D 🗳️
A single release unit, or a structured set of release units can be defined within:
- A. A Request Model
- B. The RACI Model
- C. The Plan, Do, Check, Act (PDCA) cycle
- D. A Release Package
Correct Answer: D 🗳️
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