Exam Name: The Foundation Examination - ITIL®
Certification Provider: ISEB
Corresponding Certification: ISEB Certification
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Updated: Sep 06, 2026
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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Core Principles and Terminology | - Service value system overview - Basic ITIL terminology and concepts |
| Key ITIL Processes and Functions | - Service Desk function - Incident and Problem Management - Change Management - Configuration Management (CMDB concepts) |
| ITIL Service Lifecycle | - Service Transition - Continual Service Improvement (CSI) - Service Operation - Service Strategy - Service Design |
| Service Management Concepts | - Definition of service and value creation - Stakeholders and service relationships |
ISEB The Foundation Examination - ITIL® Sample Questions:
Which one of the following is the BEST description of a service-based service level agreement (SLA)?
- A. An agreement that covers one service for all customers of that service
- B. An agreement with an individual customer group, covering all the services that they use
- C. An agreement that covers service specific issues in a multi-level SLA structure
- D. An agreement that covers one service for a single customer
Which one of the following activities would be performed by access management?
- A. Managing the rights to use a service or group of services
- B. Providing physical security for staff at data centers and other buildings
- C. Managing access to computer rooms and other secure locations
- D. Managing access to the service desk
How many people should be accountable for a process as defined in the RACI model?
- A. Two - the process owner and the process enactor
- B. Only one - the process owner
- C. Only one - the process architect
- D. As many as necessary to complete the activity
Which process would be used to compare the value that newer services have offered over those they have replaced?
- A. Availability management
- B. Capacity management
- C. Service portfolio management
- D. Service catalogue management
Which of the following provide value to the business from service strategy?
1.Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful
2.Enabling the service provider to respond quickly and effectively to changes in the business environment
3.Reduction in the duration and frequency of service outages
- A. 1 and 2 only
- B. 2 and 3 only
- C. 1 and 3 only
- D. All of the above
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