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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Key ITIL Processes and Functions | - Service Desk function - Incident and Problem Management - Configuration Management (CMDB concepts) - Change Management |
| Core Principles and Terminology | - Basic ITIL terminology and concepts - Service value system overview |
| Service Management Concepts | - Stakeholders and service relationships - Definition of service and value creation |
| ITIL Service Lifecycle | - Service Design - Continual Service Improvement (CSI) - Service Transition - Service Operation - Service Strategy |
ISEB The Foundation Examination - ITIL® Sample Questions:
1. Which of the following should be considered when designing measurement systems, methods and metrics?
1.The services
2.The architectures
3.The configuration items
4.The processes
A) 1, 2 and 3 only
B) 2, 3 and 4 only
C) All of the above
D) 1, 3 and 4 only
2. Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?
A) Potential
B) Profit
C) Products
D) Preparation
3. What are the categories of events described in the ITIL service operation book?
A) Informational, scheduled, normal
B) Informational, warning, exception
C) Warning, reactive, proactive
D) Scheduled, unscheduled, emergency
4. Which one of the following is an objective of service transition?
A) To ensure that service changes create the expected business value
B) To negotiate service levels for new services
C) To minimize the impact of service outages on day-to-day business activities
D) To plan and manage entries in the service catalogue
5. Which areas of service management can benefit from automation?
1.Design and modeling
2.Reporting
3.Pattern recognition and analysis
4.Detection and monitoring
A) 1, 2 and 3 only
B) 2, 3 and 4 only
C) All of the above
D) 1, 3 and 4 only
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: A | Question # 5 Answer: C |
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