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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Selected Roles | - Roles and responsibilities
|
| Topic 2: Selected Functions | - Operational functions
|
| Topic 3: Selected Processes | - ITIL processes
|
| Topic 4: Key Principles and Models | - Management concepts
|
| Topic 5: Service Management as a Practice | - Fundamental concepts of service management
|
| Topic 6: Generic Concepts and Definitions | - Core terminology
|
| Topic 7: The ITIL Service Lifecycle | - Lifecycle stages
|
| Topic 8: Technology and Architecture | - Supporting capabilities
|
ISEB The Foundation Examination - ITIL® Sample Questions:
Question 1
What do customer perceptions and business outcomes help to define?
A. Governance
B. Key performance indicators (KPIs)
C. Total cost of ownership (TCO)
D. The value of a service
Question 2
Which process would be used to compare the value that newer services have offered over those they have replaced?
A. Availability management
B. Capacity management
C. Service catalogue management
D. Service portfolio management
Question 3
Which of the following are basic concepts used in access management?
A. Physical, personnel, network, emergency, service
B. Normal, temporary, emergency, personal, group
C. Rights, access, identity, directory services, service/service components
D. Personnel, electronic, network, emergency, identity
Question 4
The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?
A. A change advisory board
B. A change
C. A change model
D. A change request
Question 5
Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?
A. The customer
B. The IT director
C. The service owner
D. The process owner
Solutions:
| Question 1 Answer: D | Question 2 Answer: D | Question 3 Answer: C | Question 4 Answer: B | Question 5 Answer: D |
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