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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Management as a Practice | 15% | - Stakeholders and value creation - Concept and definition of service management - Service and service provider types |
| Topic 2: Generic Concepts and Definitions | 20% | - Key terminology and definitions - Business case and service portfolio - Service assets and configurations |
| Topic 3: Selected Processes | 15% | - Change Management - Service Level Management - Incident Management - Problem Management |
| Topic 4: Technology and Architecture | 5% | - Supporting tools and systems - Architecture considerations |
| Topic 5: ITIL Service Lifecycle | 20% | - Service Operation - Service Design - Service Transition - Service Strategy - Continual Service Improvement |
| Topic 6: Key Principles and Models | 15% | - Deming Cycle - Governance and risk management - Process model and characteristics |
| Topic 7: Functions and Roles | 10% | - Key roles: Process Owner, Service Owner - Technical Management - Application Management - Service Desk |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
Question 1
Which of the following are benefits that implementing Service Transition could provide to the business?
1. Ability to adapt quickly to new requirements
2. Reduced cost to design new services
3. Improved success in implementing changes
A. 2 and 3 only
B. 1 and 2 only
C. 1 and 3 only
D. All of the above
Question 2
Understanding customer usage of services and how this varies over time is part of which process?
A. Demand Management
B. Component Capacity Management
C. Service Portfolio Management
D. Service Level Management
Question 3
Which of the following are Service Desk organizational structures?
1. Local Service Desk
2. Virtual Service Desk
3. IT Help Desk
4. Follow the Sun
A. 2, 3 and 4 only
B. 1, 2 and 3 only
C. 1, 2 and 4 only
D. 1, 3 and 4 only
Question 4
Which of the following is NOT a responsibility of the Service Design Manager?
A. Measuring the effectiveness and efficiency of Service Design and the supporting processes
B. Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organisation
C. Design and maintain all necessary Service Transition packages
D. Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced
Question 5
Which of the following is NOT an objective of Problem Management?
A. Preventing Problems and resulting Incidents from happening
B. Eliminating recurring Incidents
C. Restoring normal service operation as quickly as possible and minimising adverse impact on the business
D. Minimising the impact of Incidents that cannot be prevented
Solutions:
| Question 1 Answer: C | Question 2 Answer: A | Question 3 Answer: C | Question 4 Answer: C | Question 5 Answer: C |
