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ISEB ISEB-ITILF Exam Syllabus Topics:

SectionObjectives
Selected Roles- Roles and responsibilities
  • 1. Process Manager
  • 2. Process Practitioner
  • 3. Process Owner
Key Principles and Models- Management concepts
  • 1. Service lifecycle principles
  • 2. Process model
Generic Concepts and Definitions- Core terminology
  • 1. Service assets and configuration items
  • 2. Processes, functions, roles and responsibilities
Technology and Architecture- Supporting capabilities
  • 1. Technology considerations for service management
  • 2. Automation and supporting tools
The ITIL Service Lifecycle- Lifecycle stages
  • 1. Continual Service Improvement
  • 2. Service Design
  • 3. Service Transition
  • 4. Service Operation
  • 5. Service Strategy
Selected Processes- ITIL processes
  • 1. Service Level Management
  • 2. Configuration Management
  • 3. Problem Management
  • 4. Change Management
  • 5. Incident Management
  • 6. Release and Deployment Management
Selected Functions- Operational functions
  • 1. Technical Management
  • 2. Service Desk
  • 3. Application Management
  • 4. IT Operations Management
Service Management as a Practice- Fundamental concepts of service management
  • 1. Service provider and customer relationships
  • 2. Value of IT services

ISEB The Foundation Examination - ITIL® Sample Questions:

Which is the correct definition of a customer facing service?

  • A. A service not directly used by the business
  • B. One which is not covered by a service level agreement
  • C. One which directly supports the business processes of customers
  • D. A service that cannot be allowed to fail
Reveal Solution  Discussion  0

Correct Answer: C  🗳️

Which one of the following is the BEST description of a service level agreement (SLA)?

  • A. An agreement between a service provider and an external supplier
  • B. The part of a contract that specifies the responsibilities of each party
  • C. An agreement between the service provider and an internal organization
  • D. An agreement between the service provider and their customer
Reveal Solution  Discussion  0

Correct Answer: D  🗳️

Which of the following BEST describes service strategies value to the business?

  • A. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
  • B. Reduction in unplanned costs through optimized handling of service outages
  • C. Reduction in the duration and frequency of service outages
  • D. Allows higher volumes of successful change
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?

  • A. People, process, products, partners
  • B. Performance, process, products, plans
  • C. People, products, plans, partners
  • D. People, process, partners, performance
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?

  • A. Change management
  • B. Design coordination
  • C. Service transition planning and support
  • D. Service level management
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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