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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Key Principles and Models | - Management concepts
|
| The ITIL Service Lifecycle | - Lifecycle stages
|
| Service Management as a Practice | - Fundamental concepts of service management
|
| Selected Processes | - ITIL processes
|
| Technology and Architecture | - Supporting capabilities
|
| Selected Roles | - Roles and responsibilities
|
| Selected Functions | - Operational functions
|
| Generic Concepts and Definitions | - Core terminology
|
ISEB The Foundation Examination - ITIL® Sample Questions:
Question 1
Which process will regularly anal0yse incident data to identify discernible trends?
A. Problem management
B. C0hange management
C. Service level management
D. Event management
Question 2
Which of the following is the BEST reason for categorizing incidents?
A. To enable the incident management database to be partitioned for greater efficiency
B. To ensure service levels are met and breaches of agreements are avoided
C. To establish trends for use in problem management and other IT service management (ITSM) activities
D. To identify whether the user is entitled to log an incident for this particular service
Question 3
Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?
A. Where are we now?
B. Where do we want to be?
C. Did we get there?
D. How do we get there?
Question 4
Which of the following is an objective of business relationship management?
A. To ensure strategic plans for IT services exist
B. To identify patterns of business activity
C. To secure funding to manage the provision of services
D. To ensure high levels of customer satisfaction
Question 5
Which one of the following is an objective of release and deployment management?
A. To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
B. To define and agree release and deployment plans with customers and stakeholders
C. To ensure that the overall business risk of change is optimized
D. To standardize methods and procedures used for efficient and prompt handling of all changes
Solutions:
| Question 1 Answer: A | Question 2 Answer: C | Question 3 Answer: B | Question 4 Answer: D | Question 5 Answer: B |
