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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Generic Concepts and Definitions | - Core terminology
|
| Topic 2: Key Principles and Models | - Management concepts
|
| Topic 3: Service Management as a Practice | - Fundamental concepts of service management
|
| Topic 4: The ITIL Service Lifecycle | - Lifecycle stages
|
| Topic 5: Selected Roles | - Roles and responsibilities
|
| Topic 6: Selected Functions | - Operational functions
|
| Topic 7: Technology and Architecture | - Supporting capabilities
|
| Topic 8: Selected Processes | - ITIL processes
|
ISEB The Foundation Examination - ITIL® Sample Questions:
1. Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?
A) People, process, partners, performance
B) Performance, process, products, problems
C) People, products, perspective, partners
D) People, process, products, partners
2. Which of the following statements is CORRECT for every process?
1.It delivers its primary results to a customer or stakeholder
2.It defines activities that are executed by a single function
A) 1 only
B) 2 only
C) Both of the above
D) Neither of the above
3. Which of the following activities would be performed by a process manager?
1.Monitoring and reporting on process performance
2.Identifying improvement opportunities
3.Appointing people to required roles
A) All of the above
B) 1 and 2 only
C) 1 and 3 only
D) 2 and 3 only
4. Which one of the following is the purpose of service level management?
A) To create and populate a service catalogue
B) To carry out the service operations activities needed to support current IT services
C) To ensure that an agreed level of IT service is provided for all current IT services
D) To ensure that sufficient capacity is provided to deliver the agreed performance of services
5. Which two elements of financial management for IT services are mandatory?
A) Costing and charging
B) Accounting and charging
C) Budgeting and accounting
D) Budgeting and charging
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: C |
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