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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Management as a Practice | 15% | - Concept and definition of service management - Service and service provider types - Stakeholders and value creation |
| Topic 2: ITIL Service Lifecycle | 20% | - Service Operation - Service Strategy - Service Design - Service Transition - Continual Service Improvement |
| Topic 3: Key Principles and Models | 15% | - Deming Cycle - Process model and characteristics - Governance and risk management |
| Topic 4: Functions and Roles | 10% | - Application Management - Key roles: Process Owner, Service Owner - Service Desk - Technical Management |
| Topic 5: Technology and Architecture | 5% | - Architecture considerations - Supporting tools and systems |
| Topic 6: Generic Concepts and Definitions | 20% | - Service assets and configurations - Business case and service portfolio - Key terminology and definitions |
| Topic 7: Selected Processes | 15% | - Change Management - Service Level Management - Problem Management - Incident Management |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
What are the key processes within Service Operation?
- A. Event Management, Incident Management, Request Fulfilment and Access Management
- B. Incident Management, Service Desk, Request Fulfilment, Access Management and Event
Management - C. Event Management, Incident and Problem Management, Request Fulfilment and Access
Management - D. Incident and Problem Management, Service Desk, Request Fulfilment and Event
Management
Correct Answer: C 🗳️
Which of the following BEST describes a Service Request?
- A. A request from a User for information or advice, or for a Standard Change
- B. Anything that the customer wants and is prepared to pay for
- C. Any request or demand that is entered by a user via a Self-Help web-based interface
- D. Any request for change that is low risk and can be approved by the Change Manager without a CAB meeting
Correct Answer: A 🗳️
Which role would you MOST expect to be involved in the management of Underpinning
Contracts?
- A. IT Designer/Architect
- B. Process Manager
- C. Service Catalogue Manager
- D. Supplier Manager
Correct Answer: D 🗳️
Which of the following is the BEST definition of an Event?
- A. An unplanned interruption to an IT service
- B. Any detectable or discernable occurrence that has significance for the management of the
IT infrastructure - C. Reducing or eliminating the cause of an Incident or Problem
- D. The unknown cause of one or more Incidents
Correct Answer: B 🗳️
Which function is responsible for the closure of an Incident record?
- A. Any appropriate function
- B. The Service Desk only
- C. Event Management
- D. Either the Service Desk or an appropriate third party engineer
Correct Answer: B 🗳️
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