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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Selected Processes | - ITIL processes
|
| Topic 2: The ITIL Service Lifecycle | - Lifecycle stages
|
| Topic 3: Selected Roles | - Roles and responsibilities
|
| Topic 4: Technology and Architecture | - Supporting capabilities
|
| Topic 5: Generic Concepts and Definitions | - Core terminology
|
| Topic 6: Service Management as a Practice | - Fundamental concepts of service management
|
| Topic 7: Key Principles and Models | - Management concepts
|
| Topic 8: Selected Functions | - Operational functions
|
ISEB The Foundation Examination - ITIL® Sample Questions:
1. What is the act of transforming resources and capabilities into valuable service better known as?
A) Service support
B) Incident management
C) Resource management
D) Service management
2. Which is the correct definition of a customer facing service?
A) One which directly supports the business processes of customers
B) A service that cannot be allowed to fail
C) A service not directly used by the business
D) One which is not covered by a service level agreement
3. Which of the following types of service should be included in the scope of service portfolio management?
1.Those planned to be delivered
2.Those being delivered
3.Those that have been withdrawn from service
A) 2 and 3 only
B) 1 and 2 only
C) 1 and 3 only
D) All of the above
4. Remediation planning is BEST described in which of the following ways?
A) Planning how to advise the change requestor of a failed change
B) Planning the steps required to be taken if a change is unsuccessful
C) Planning how to recover the cost of a change
D) Planning how to compensate a user for a failed change
5. Which of the following service desk organizational structures are described in service operation?
1.Local service desk
2.Virtual service desk
3.IT help desk
4.Follow the sun
A) 2, 3 and 4 only
B) 1, 2 and 3 only
C) 1, 2 and 4 only
D) 1, 3 and 4 only
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: B | Question # 5 Answer: C |
