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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ITIL Service Lifecycle | - Service Transition - Continual Service Improvement (CSI) - Service Design - Service Strategy - Service Operation |
| Topic 2: Key ITIL Processes and Functions | - Incident and Problem Management - Configuration Management (CMDB concepts) - Service Desk function - Change Management |
| Topic 3: Service Management Concepts | - Definition of service and value creation - Stakeholders and service relationships |
| Topic 4: Core Principles and Terminology | - Basic ITIL terminology and concepts - Service value system overview |
ISEB The Foundation Examination - ITIL® Sample Questions:
When can a known error record be raised?
1.At any time it would be useful to do so
2.After a workaround has been found
- A. Both of the above
- B. Neither of the above
- C. 1 only
- D. 2 only
Correct Answer: A 🗳️
Which of the following is the correct definition of an outcome?
- A. The result of carrying out an activity, following a process or delivering an IT service
- B. All the accumulated knowledge of the service provider
- C. All incidents reported to the service desk
- D. The results specific to the clauses in a service level agreement (SLA)
Correct Answer: A 🗳️
Hierarchic escalation is BEST described as?
- A. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
- B. Notifying more senior levels of management about an incident
- C. Passing an incident to people with a greater level of technical skill
- D. Failing to meet the incident resolution times specified in a service level agreement
Correct Answer: B 🗳️
Which process is responsible for ensuring that appropriate testing takes place?
- A. Release and deployment management
- B. Service level management
- C. Knowledge management
- D. Service asset and configuration management
Correct Answer: A 🗳️
A process owner is responsible for which of the following?
1.Defining the process strategy
2.Assisting with process design
3.Improving the process
4.Performing all activities involved in a process
- A. All of the above
- B. 1, 2 and 3 only
- C. 2, 3 and 4 only
- D. 1, 2 and 4 only
Correct Answer: B 🗳️
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