Exam Name: The Foundation Examination - ITIL®
Certification Provider: ISEB
Corresponding Certification: ISEB Certification
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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Four Dimensions of Service Management | 15% | - Organizations and People - Value Streams and Processes - Partners and Suppliers - Information and Technology |
| ITIL Management Practices | 30% | - General Management Practices
|
| Key Concepts of Service Management | 15% | - Role of ITIL in Service Management - Definitions: Service, Product, Value, Outcome, Utility, Warranty |
| Service Value Chain Activities | 20% | - Improve - Plan - Engage - Obtain/Build - Design and Transition - Deliver and Support |
| ITIL Service Value System (SVS) | 20% | - Service Value Chain - ITIL Guiding Principles - Governance - Continual Improvement - Overview of the SVS |
ISEB The Foundation Examination - ITIL® Sample Questions:
A Service design package (SDP) would normally be produced for which of the following?
1.A new IT service
2.A major change to an IT service
3.An emergency change to an IT service
4.An IT service retirement
- A. All of the above
- B. None of the above
- C. 2, 3 and 4 only
- D. 1, 2 and 4 only
What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?
- A. The change authorization board
- B. The change advisory board
- C. The change manager
- D. The change implementer
Which statement about the emergency change advisory board (ECAB) is CORRECT?
- A. The ECAB considers every high priority request for change (RFC)
- B. Amongst the duties of the ECAB is the review of completed emergency changes
- C. The ECAB will be used for emergency changes where there may not be time to call a full CAB
- D. The ECAB will be chaired by the IT Director
In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?
- A. Service design
- B. Service strategy
- C. Service operation
- D. Service transition
Which one of the following is it the responsibility of supplier management to negotiate and agree?
- A. The service portfolio
- B. Third-party contracts
- C. Operational level agreements (OLAs)
- D. Service level agreements (SLAs)
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