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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Technology and Architecture | - Supporting tools and technologies |
| Topic 2: Selected Processes and Functions | - Service Level Management - Incident Management - Service Desk - Change Management - Problem Management |
| Topic 3: Service Management as a Practice | - Purpose and objectives of Service Management - Key definitions and terms |
| Topic 4: The ITIL Service Lifecycle | - Service Strategy - Service Design - Continual Service Improvement - Service Transition - Service Operation |
| Topic 5: Generic Concepts and Definitions | - Roles and responsibilities - Processes and functions |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
1. Which is the CORRECT list for the three levels of a multi level Service Level Agreement
(SLA)?
A) Technology, Customer, User
B) Corporate, Customer, Technology
C) Corporate, Customer, Service
D) Service, User, IT
2. Which phase of the ITIL lifecycle provides the following benefit: 'The Total Cost of
Ownership (TCO) of a service can be minimised if all aspects of the service, the processes and the technology are considered during development'?
A) Service Design B.
Service Strategy C.
Service Operation
B) Continual Service Improvement
3. The Supplier Management process includes:
1. Service Design activities, to ensure that contracts will be able to support the service requirements
2. Service Operation activities, to monitor and report supplier achievements
3. Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of the business
A) 1 only
B) All of the above
C) 1 and 2 only
D) 1 and 3 only
4. "Planning and managing the resources required to deploy a release into production" is a purpose of which part of the Service Lifecycle?
A) Service Strategy
B) Continual Service Improvement
C) Service Transition
D) Service Operation
5. Which stage of the Change Management process deals with what should be done if the change is unsuccessful?
A) Remediation Planning
B) Review and Close
C) Prioritization
D) Categorization
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: A |
Yvonne 
Montague 
Magee 
Reginald 
Isabel 
Catherine 
Arnold 
Gabrielle 
Pag 
Penny 
Norton 
Rose 
