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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Management as a Practice | - Fundamental concepts of service management
|
| Key Principles and Models | - Management concepts
|
| Selected Processes | - ITIL processes
|
| Technology and Architecture | - Supporting capabilities
|
| Selected Functions | - Operational functions
|
| The ITIL Service Lifecycle | - Lifecycle stages
|
| Selected Roles | - Roles and responsibilities
|
| Generic Concepts and Definitions | - Core terminology
|
ISEB The Foundation Examination - ITIL® Sample Questions:
A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?
- A. Yes: for information purposes, a known error record can be created at any time it is prudent to do so
- B. No: the Known Error should be created before the problem is logged
- C. No: a known error record should be created with the next release of the service
- D. No: a known error record is created when the original incident is raised
Correct Answer: A 🗳️
A Service design package (SDP) would normally be produced for which of the following?
1.A new IT service
2.A major change to an IT service
3.An emergency change to an IT service
4.An IT service retirement
- A. All of the above
- B. None of the above
- C. 1, 2 and 4 only
- D. 2, 3 and 4 only
Correct Answer: C 🗳️
What is the result of carrying out an activity, following a process or delivering an IT service known as?
- A. Problem
- B. Change
- C. Incident
- D. Outcome
Correct Answer: D 🗳️
Which process is responsible for low risk, frequently occurring, low cost changes?
- A. Release and deployment management
- B. Demand management
- C. Incident management
- D. Request fulfillment
Correct Answer: D 🗳️
Which of these should a change model include?
1.The steps that should be taken to handle the change
2.Responsibilities; who should do what, including escalation
3.Timescales and thresholds for completion of the actions
4.Complaints procedures
- A. All of the above
- B. 1, 2 and 3 only
- C. 2 and 4 only
- D. 1 and 3 only
Correct Answer: B 🗳️
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