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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Management as a Practice | 15% | - Stakeholders and value creation - Concept and definition of service management - Service and service provider types |
| Technology and Architecture | 5% | - Architecture considerations - Supporting tools and systems |
| ITIL Service Lifecycle | 20% | - Service Strategy - Service Design - Service Operation - Continual Service Improvement - Service Transition |
| Selected Processes | 15% | - Service Level Management - Problem Management - Change Management - Incident Management |
| Generic Concepts and Definitions | 20% | - Business case and service portfolio - Key terminology and definitions - Service assets and configurations |
| Key Principles and Models | 15% | - Governance and risk management - Deming Cycle - Process model and characteristics |
| Functions and Roles | 10% | - Application Management - Service Desk - Key roles: Process Owner, Service Owner - Technical Management |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
Access Management is closely related to which other processes?
- A. Information Security Management and 3rd line support
- B. Information Security Management and Availability Management
- C. Information Security Management only
- D. Availability Management only
Correct Answer: B 🗳️
Availability Management is responsible for availability of:
- A. Services and Business Processes
- B. Components and Business Processes
- C. Services, Components and Business Processes
- D. Services and Components
Correct Answer: D 🗳️
Which role would you MOST expect to be involved in the management of Underpinning
Contracts?
- A. Process Manager
- B. Service Catalogue Manager
- C. IT Designer/Architect
- D. Supplier Manager
Correct Answer: D 🗳️
The BEST definition of an Incident is:
- A. An unplanned interruption or reduction in the quality of an IT Service
- B. An unplanned disruption of service unless there is a backup to that service
- C. Any disruption to service that is reported to the Service Desk, regardless of whether the service is impacted or not
- D. Any disruption to service whether planned or unplanned
Correct Answer: A 🗳️
Which of the following would NOT trigger Service Level Management activity?
- A. Changes in strategy or policy
- B. Service review meetings
- C. Service breaches
- D. Standard Changes
Correct Answer: D 🗳️
