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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| The ITIL Service Lifecycle | - Service Transition - Service Design - Continual Service Improvement - Service Strategy - Service Operation |
| Generic Concepts and Definitions | - Roles and responsibilities - Processes and functions |
| Selected Processes and Functions | - Problem Management - Incident Management - Change Management - Service Level Management - Service Desk |
| Technology and Architecture | - Supporting tools and technologies |
| Service Management as a Practice | - Purpose and objectives of Service Management - Key definitions and terms |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
1. Which Function would provide staff to monitor events in an Operations Bridge?
A) Technical Management
B) IT Operations Management
C) Applications Management
D) Service Desk
2. Which function is responsible for the closure of an Incident record?
A) Either the Service Desk or an appropriate third party engineer
B) Event Management
C) Any appropriate function
D) The Service Desk only
3. Which of the following is the CORRECT definition of a Release Unit?
A) A function described within service transition
B) A measurement of cost
C) The portion of a service or IT infrastructure that is normally released together
D) The team of people responsible for implementing a release
4. Which of the following BEST describes a Service Request?
A) Any request or demand that is entered by a user via a Self-Help web-based interface
B) A request from a User for information, advice or for a Standard Change
C) Anything that the customer wants and is prepared to pay for
D) Any Request For Change (RFC) that is low risk and can be approved by the Change
Manager without a Change Advisory Board (CAB) meeting
5. What is the name of the area where the definitive authorised versions of all media
Configuration Items (CIs) are stored and protected?
A) Definitive Media Library
B) Software Secure Library
C) Definitive Software Store
D) Service Knowledge Management System
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: D | Question # 3 Answer: C | Question # 4 Answer: B | Question # 5 Answer: A |



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