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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Value Chain Activities | 20% | - Engage - Plan - Deliver and Support - Improve - Design and Transition - Obtain/Build |
| Four Dimensions of Service Management | 15% | - Value Streams and Processes - Organizations and People - Information and Technology - Partners and Suppliers |
| Key Concepts of Service Management | 15% | - Role of ITIL in Service Management - Definitions: Service, Product, Value, Outcome, Utility, Warranty |
| ITIL Service Value System (SVS) | 20% | - Governance - Overview of the SVS - Service Value Chain - Continual Improvement - ITIL Guiding Principles |
| ITIL Management Practices | 30% | - General Management Practices
|
ISEB The Foundation Examination - ITIL® Sample Questions:
Which of the following service desk organizational structures are described in service operation?
1.Local service desk
2.Virtual service desk
3.IT help desk
4.Follow the sun
- A. 2, 3 and 4 only
- B. 1, 2 and 3 only
- C. 1, 2 and 4 only
- D. 1, 3 and 4 only
Correct Answer: C 🗳️
Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?
- A. Did we get there?
- B. Where do we want to be?
- C. Where are we now?
- D. How do we get there?
Correct Answer: B 🗳️
Which process is responsible for discussing reports with customers showing whether services have met their targets?
- A. Availability management
- B. Continual service improvement
- C. Change management
- D. Service level management
Correct Answer: D 🗳️
Which process has the purpose to ensure that, by managing the risks could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels?
- A. Service catalog management
- B. Financial management for IT services
- C. Change management
- D. IT service continuity management
Correct Answer: D 🗳️
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Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?
- A. Service transition
- B. Service catalogue management
- C. Service level management
- D. Demand management
Correct Answer: B 🗳️
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