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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Management Concepts | - Definition of service and value creation - Stakeholders and service relationships |
| Topic 2: Key ITIL Processes and Functions | - Change Management - Configuration Management (CMDB concepts) - Incident and Problem Management - Service Desk function |
| Topic 3: Core Principles and Terminology | - Service value system overview - Basic ITIL terminology and concepts |
| Topic 4: ITIL Service Lifecycle | - Service Design - Service Strategy - Service Transition - Service Operation - Continual Service Improvement (CSI) |
ISEB The Foundation Examination - ITIL® Sample Questions:
What is a RACI model used for?
- A. Performance analysis
- B. Monitoring services
- C. Defining roles and responsibilities
- D. Recording configuration items
Correct Answer: C 🗳️
Which statement should NOT be part of the value proposition for Service Design?
- A. Improved quality of service
- B. Improved Service alignment with business goals
- C. Better balance of technical skills to support live services
- D. Reduced total cost of ownership
Correct Answer: C 🗳️
Which of the following is an objective of business relationship management?
- A. To secure funding to manage the provision of services
- B. To identify patterns of business activity
- C. To ensure high levels of customer satisfaction
- D. To ensure strategic plans for IT services exist
Correct Answer: C 🗳️
Which of these statements about resources and capabilities is CORRECT?
- A. Resources are types of service asset and capabilities are not
- B. Neither capabilities nor resources are types of service asset
- C. Capabilities are types of service asset and resources are not
- D. Resources and capabilities are both types of service asset
Correct Answer: D 🗳️
What would be the next step in the continual service improvement (CSI) model 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 (VOI)?
- B. How do we keep the momentum going?
- C. What is the return on investment (ROI)?
- D. How much did it cost?
Correct Answer: B 🗳️
