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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Key Principles and Models | 15% | - Deming Cycle - Governance and risk management - Process model and characteristics |
| Topic 2: Technology and Architecture | 5% | - Supporting tools and systems - Architecture considerations |
| Topic 3: Generic Concepts and Definitions | 20% | - Business case and service portfolio - Key terminology and definitions - Service assets and configurations |
| Topic 4: Service Management as a Practice | 15% | - Stakeholders and value creation - Concept and definition of service management - Service and service provider types |
| Topic 5: ITIL Service Lifecycle | 20% | - Service Design - Service Strategy - Service Transition - Service Operation - Continual Service Improvement |
| Topic 6: Functions and Roles | 10% | - Key roles: Process Owner, Service Owner - Application Management - Service Desk - Technical Management |
| Topic 7: Selected Processes | 15% | - Problem Management - Change Management - Incident Management - Service Level Management |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
A single release unit, or a structured set of release units can be defined within:
- A. The Plan, Do, Check, Act (PDCA) cycle
- B. A Request Model
- C. A Release Package
- D. The RACI Model
Correct Answer: C 🗳️
Which of the following is the CORRECT description of the Seven R's of Change
Management?
- A. A set of questions that should be asked to help understand the impact of Changes
- B. A definition of the roles and responsibilities required for Change Management
- C. A seven step process for releasing Changes into production
- D. A set of questions that should be asked when reviewing the success of a recent Change
Correct Answer: A 🗳️
Which of the following provides resources to resolve operational and support issues during
Release and Deployment?
- A. Release Packaging and Build Manager
- B. Evaluation
- C. Early Life Support
- D. Service Test Manager
Correct Answer: C 🗳️
Consider the following list:
1. Change Authority
2. Change Manager
3. Change Advisory Board (CAB) What are these BEST described as?
- A. Functions
- B. Teams
- C. Job descriptions
- D. Roles, people or groups
Correct Answer: D 🗳️
Order the following Continual Service Improvement (CSI) implementation steps into the
CORRECT sequence in alignment with the Plan, Do, Check, Act (PDCA) model.
1. Allocate roles and responsibilities to work on CSI initiatives
2. Measure and review that the CSI plan is executed and its objectives are being achieved
3. Identify the scope, objectives and requirements for CSI 4. Implement CSI enhancement
- A. 3-1-2-4
- B. 3-4-2-1
- C. 2-3-4-1
- D. 1-3-2-4
Correct Answer: A 🗳️
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