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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Weight | Objectives |
| Functions and Roles | 10% | - Service Desk
- Key roles: Process Owner, Service Owner
- Technical Management
- Application Management
|
| Generic Concepts and Definitions | 20% | - Service assets and configurations
- Business case and service portfolio
- Key terminology and definitions
|
| ITIL Service Lifecycle | 20% | - Continual Service Improvement
- Service Operation
- Service Strategy
- Service Design
- Service Transition
|
| Service Management as a Practice | 15% | - Concept and definition of service management
- Stakeholders and value creation
- Service and service provider types
|
| Technology and Architecture | 5% | - Architecture considerations
- Supporting tools and systems
|
| Selected Processes | 15% | - Problem Management
- Service Level Management
- Change Management
- Incident Management
|
| Key Principles and Models | 15% | - Deming Cycle
- Governance and risk management
- Process model and characteristics
|
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
1. Which of the following is NOT a benefit of using public frameworks and standards?
A) Knowledge of public frameworks is more likely to be widely distributed
B) They are always free ensuring they can be implemented quickly
C) They make collaboration between organizations easier by giving a common language
D) They are validated across a wide range of environments making them more robust
2. Which of the following is NOT an example of a Service Provider Type?
A) Shared services unit
B) Third-party provider
C) External service provider
D) Internal service provider
3. The group that reviews Changes that must be installed faster than the normal Change process is called the:
A) Urgent Change Authority (UCA)
B) Technical Management (TM)
C) Emergency Change Advisory Board (ECAB)
D) Urgent Change Board (UCB)
4. What would you use the seven Rs of Change Management for?
A) To assist with the impact analysis for a Change request
B) To act as a framework for implementing a Change
C) To review changes after they have been implemented
D) To allocate the roles and responsibilities during the Change Management process
5. Within Service Design, what is the key output handed over to Service Transition?
A) Service Portfolio Design
B) Service Design Package
C) Process definitions
D) Measurement, methods and metrics
Solutions:
Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: A | Question # 5 Answer: B |