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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Generic Concepts and Definitions | - Core terminology
|
| Technology and Architecture | - Supporting capabilities
|
| Service Management as a Practice | - Fundamental concepts of service management
|
| The ITIL Service Lifecycle | - Lifecycle stages
|
| Key Principles and Models | - Management concepts
|
| Selected Roles | - Roles and responsibilities
|
| Selected Processes | - ITIL processes
|
| Selected Functions | - Operational functions
|
ISEB The Foundation Examination - ITIL® Sample Questions:
Which one of the following does service metrics measure?
- A. Functions
- B. Maturity and cost
- C. The end-to-end service
- D. Infrastructure availability
Which of the following provide value to the business from service strategy?
1.Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
2.Enabling the service provider to respond quickly and effectively to changes in the business environment
3.Support the creation of a portfolio of quantified services
- A. All of the above
- B. 1 and 3 only
- C. 1 and 2 only
- D. 2 and 3 only
Which of the following identifies the purpose of service transition planning and support?
- A. To define testing scripts to ensure service transitions are unlikely to ever fail
- B. Provide the resources to allow all infrastructure elements of a service transition to be recorded and tracked
- C. Provide overall planning for service transitions and co-ordinate the resources they require
- D. Ensure that all service transitions are properly authorized
Which one of the following is NOT a valid purpose or objective of problem management?
- A. To manage problems throughout their lifecycle
- B. To restore service to a user
- C. To eliminate recurring incidents
- D. To prevent problems and resultant incidents
In terms of adding value to the business, which one of the following describes service operation s contribution?
- A. Measures for optimization are identified
- B. Service value is modeled
- C. Service value is visible to customers
- D. The cost of the service is designed, predicted and validated
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