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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ITIL Service Lifecycle | - Service Design - Continual Service Improvement (CSI) - Service Transition - Service Strategy - Service Operation |
| Topic 2: Key ITIL Processes and Functions | - Service Desk function - Configuration Management (CMDB concepts) - Change Management - Incident and Problem Management |
| Topic 3: Core Principles and Terminology | - Basic ITIL terminology and concepts - Service value system overview |
| Topic 4: Service Management Concepts | - Stakeholders and service relationships - Definition of service and value creation |
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. 1, 2 and 4 only
- B. 1, 3 and 4 only
- C. 2, 3 and 4 only
- D. 1, 2 and 3 only
Correct Answer: A 🗳️
The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?
- A. Information
- B. Governance
- C. Data
- D. Knowledge
Correct Answer: D 🗳️
Which one of the following is the BEST definition of an event?
- A. The unknown cause of one or more incidents that have an impact on an IT service
- B. Reducing or eliminating the cause of an incident or problem
- C. Any change of state that has significance for the management of a configuration item (CI) or IT service
- D. An unplanned interruption to an IT service or a reduction in the quality of an IT service
Correct Answer: C 🗳️
Which process is responsible for discussing reports with customers showing whether services have met their targets?
- A. Change management
- B. Continual service improvement
- C. Service level management
- D. Availability management
Correct Answer: C 🗳️
How many people should be accountable for a process as defined in the RACI model?
- A. Only one - the process architect
- B. As many as necessary to complete the activity
- C. Only one - the process owner
- D. Two - the process owner and the process enactor
Correct Answer: C 🗳️








