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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Technology and Architecture | - Supporting tools and technologies |
| Topic 2: Service Management as a Practice | - Purpose and objectives of Service Management - Key definitions and terms |
| Topic 3: The ITIL Service Lifecycle | - Service Strategy - Service Operation - Service Design - Continual Service Improvement - Service Transition |
| Topic 4: Generic Concepts and Definitions | - Roles and responsibilities - Processes and functions |
| Topic 5: Selected Processes and Functions | - Change Management - Incident Management - Problem Management - Service Level Management - Service Desk |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
Which of the following is step 1 in the 7 Step Improvement Process?
- A. Identify gaps in Service Level Agreement (SLA achievement
- B. Prepare for action
- C. Where are we now?
- D. Define what you should measure
Correct Answer: D 🗳️
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. 1 only
- C. Both of the above
- D. 2 only
Correct Answer: D 🗳️
Who owns the specific costs and risks associated with providing a service?
- A. The Customer
- B. The Service Level Manager
- C. The Service Provider
- D. The Finance department
Correct Answer: C 🗳️
Which of the following is NOT an example of a Service Provider Type?
- A. Third-party provider
- B. Shared services unit
- C. Internal service provider
- D. External service provider
Correct Answer: A 🗳️
In the Continual Service Improvement (CSI) model, the stage 'How do we get there?' is underpinned by which set of activities?
- A. Taking measurements and recording metrics
- B. Setting measurement targets
- C. Baseline assessments
- D. Service and process improvements
Correct Answer: D 🗳️
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