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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Key Principles and Models | 15% | - Governance and risk management - Process model and characteristics - Deming Cycle |
| Topic 2: Technology and Architecture | 5% | - Supporting tools and systems - Architecture considerations |
| Topic 3: Generic Concepts and Definitions | 20% | - Key terminology and definitions - Service assets and configurations - Business case and service portfolio |
| Topic 4: ITIL Service Lifecycle | 20% | - Service Transition - Service Strategy - Continual Service Improvement - Service Design - Service Operation |
| Topic 5: Selected Processes | 15% | - Incident Management - Problem Management - Service Level Management - Change Management |
| Topic 6: Service Management as a Practice | 15% | - Service and service provider types - Concept and definition of service management - Stakeholders and value creation |
| Topic 7: Functions and Roles | 10% | - Technical Management - Service Desk - Application Management - Key roles: Process Owner, Service Owner |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
Question 1
What is the BEST description of the purpose of Service Operation?
A. To deliver and manage IT Services at agreed levels to business users and customer
B. To decide how IT will engage with suppliers during the Service Management Lifecycle
C. To proactively prevent all outages to IT Services
D. To design and build processes that will meet business needs
Question 2
Where should details of a Workaround always be documented?
A. The Service Level Agreement (SLA)
B. The IT Service Continuity Plan
C. The Problem Record
D. The Availability Management Information System
Question 3
Which of the following is NOT an objective of Problem Management?
A. Eliminating recurring Incidents
B. Preventing Problems and resulting Incidents from happening
C. Minimising the impact of Incidents that cannot be prevented
D. Restoring normal service operation as quickly as possible and minimising adverse impact on the business
Question 4
Which of the following sentences BEST describes a Standard Change?
A. A Change that is made as the result of an audit
B. A pre-authorised Change that has an accepted and established procedure
C. A Change to the service provider's established policies and guidelines
D. A Change that correctly follows the required Change process
Question 5
Event Management, Problem Management, Access Management and Request Fulfilment are part of which stage of the Service Lifecycle?
A. Service Operation
B. Continual Service Improvement
C. Service Transition
D. Service Strategy
Solutions:
| Question 1 Answer: A | Question 2 Answer: C | Question 3 Answer: D | Question 4 Answer: B | Question 5 Answer: A |
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