Exam Name: ITIL Foundation Certificate in IT Service Management
Certification Provider: ISEB
Corresponding Certification: ISEB Certification
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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| The ITIL Service Lifecycle | - Service Design - Service Operation - Service Strategy - Service Transition - Continual Service Improvement |
| Technology and Architecture | - Supporting tools and technologies |
| Selected Processes and Functions | - Problem Management - Change Management - Service Level Management - Incident Management - Service Desk |
| Generic Concepts and Definitions | - Processes and functions - Roles and responsibilities |
| Service Management as a Practice | - Key definitions and terms - Purpose and objectives of Service Management |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
What would be the next step in the Continual Service Improvement Model (CSI) after:
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Did we get there?
6. ?
- A. What is the Value On Investment?
- B. How do we keep the momentum going?
- C. What is the Return On Investment?
- D. How much did it cost?
Correct Answer: B 🗳️
Which of the following is a sub-process of Capacity Management?
- A. Process Capacity Management
- B. Capability Capacity Management
- C. Component Capacity Management
- D. Technology Capacity Management
Correct Answer: C 🗳️
Which of the following sentences BEST describes a Standard Change?
- A. A Change that correctly follows the required Change process
- B. A Change that is made as the result of an audit
- C. A Change to the service provider's established policies and guidelines
- D. A pre-authorised Change that has an accepted and established procedure
Correct Answer: D 🗳️
How many people should be accountable for a process as defined in the RACI model?
- A. Only one - the process architect
- B. As many as necessary to complete the activity
- C. Only one - the process owner
- D. Two - the process owner and the process enactor
Correct Answer: C 🗳️
Which of the following statements is CORRECT for every process?
1. It delivers its primary results to a customer or stakeholder
2. It defines activities that are executed by a single function
- A. Both of the above
- B. 1 only
- C. Neither of the above
- D. 2 only
Correct Answer: B 🗳️
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