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 |
|---|---|
| Generic Concepts and Definitions | - Roles and responsibilities - Processes and functions |
| Selected Processes and Functions | - Problem Management - Service Desk - Incident Management - Change Management - Service Level Management |
| Service Management as a Practice | - Key definitions and terms - Purpose and objectives of Service Management |
| Technology and Architecture | - Supporting tools and technologies |
| The ITIL Service Lifecycle | - Continual Service Improvement - Service Design - Service Operation - Service Strategy - Service Transition |
ISEB-ITILV3F Exam Facts, Early Starts and Safety Nets
- The ITIL Service Lifecycle ()
- Generic Concepts and Definitions ()
- Service Management as a Practice ()
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
Which is the BEST definition of a Configuration Item (CI)?
- A. An asset, service component or other item that is, or will be, under the control of
Configuration Management - B. A collection of information used to describe a hardware or software item
- C. Information recorded by the Service Desk when an Incident is reported
- D. An item of hardware or software registered in the asset database
Correct Answer: A 🗳️
Which of the following are aspects of Service Design?
1. Architectures
2. Technology
3. Service Management processes
4. Metrics
- A. 1 only
- B. 2 and 3 only
- C. 1, 2 and 4 only
- D. All of the above
Correct Answer: D 🗳️
Which of the following areas would technology help to support during the Service Operation phase of the Lifecycle?
1. Identifying configuration of user desktop PCs when Incidents are logged
2. Control of user desk-top PCs
3. Create and use diagnostic scripts
4. Dashboard type technology
- A. 2, 3 and 4 only
- B. 1, 2 and 3 only
- C. All of the above
- D. 1, 3 and 4 only
Correct Answer: C 🗳️
Which of the following is NOT a responsibility of the Service Design Manager?
- A. Measuring the effectiveness and efficiency of Service Design and the supporting processes
- B. Design and maintain all necessary Service Transition packages
- C. Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced
- D. Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organisation
Correct Answer: B 🗳️
Which process is responsible for low risk, frequently occurring, low cost changes?
- A. Demand Management
- B. Request Fulfilment
- C. Incident Management
- D. Release and Deployment Management
Correct Answer: B 🗳️
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