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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Key Principles and Models | 15% | - Governance and risk management - Deming Cycle - Process model and characteristics |
| Selected Processes | 15% | - Problem Management - Incident Management - Change Management - Service Level Management |
| Service Management as a Practice | 15% | - Service and service provider types - Concept and definition of service management - Stakeholders and value creation |
| Functions and Roles | 10% | - Technical Management - Service Desk - Application Management - Key roles: Process Owner, Service Owner |
| ITIL Service Lifecycle | 20% | - Service Operation - Service Strategy - Service Transition - Continual Service Improvement - Service Design |
| Generic Concepts and Definitions | 20% | - Business case and service portfolio - Service assets and configurations - Key terminology and definitions |
| Technology and Architecture | 5% | - Supporting tools and systems - Architecture considerations |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
1. Which of the following is a responsibility of Supplier Management?
A) Development, negotiation and agreement of Service Level Agreements
B) Development, negotiation and agreement of the Service Portfolio
C) Development, negotiation and agreement of contracts
D) Development, negotiation and agreement of Organisational Level Agreements
2. Which of the following would you expect to find documented in an Incident Model?
1. The Service Level Agreement pertaining to the incident
2. Chronological order of steps to resolve the incident
A) Neither of the above
B) 2 only
C) 1 only
D) Both of the above
3. Which of the following would be defined as part of every process?
1. Roles
2. Activities
3. Functions
4. Responsibilities
A) All of the above
B) 1 and 3 only
C) 2 and 4 only
D) 1, 2 and 4 only
4. Event Management, Problem Management, Access Management and Request Fulfilment are part of which stage of the Service Lifecycle?
A) Service Strategy
B) Continual Service Improvement
C) Service Operation
D) Service Transition
5. The ITIL CORE publications are structured around the Service Lifecycle. Which of the following statements about ITIL complementary guidance is CORRECT?
A) It is also structured around the Service Lifecycle
B) It provides the guidance necessary for an integrated approach as required by ISO/IEC
20000
C) It provides guidance to specific industry sectors and types of organization
D) It consists of five publications
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: C |
