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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Selected Processes | 15% | - Service Level Management - Problem Management - Change Management - Incident Management |
| Topic 2: Generic Concepts and Definitions | 20% | - Key terminology and definitions - Service assets and configurations - Business case and service portfolio |
| Topic 3: Service Management as a Practice | 15% | - Stakeholders and value creation - Concept and definition of service management - Service and service provider types |
| Topic 4: Functions and Roles | 10% | - Service Desk - Technical Management - Application Management - Key roles: Process Owner, Service Owner |
| Topic 5: Key Principles and Models | 15% | - Process model and characteristics - Deming Cycle - Governance and risk management |
| Topic 6: Technology and Architecture | 5% | - Architecture considerations - Supporting tools and systems |
| Topic 7: ITIL Service Lifecycle | 20% | - Service Transition - Service Strategy - Service Design - Service Operation - Continual Service Improvement |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
Which of the following would NOT trigger Service Level Management activity?
- A. Service breaches
- B. Changes in strategy or policy
- C. Standard Changes
- D. Service review meetings
Correct Answer: C 🗳️
Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?
- A. Continual Service Improvement
- B. Service Operation
- C. Service Transition
- D. Service Strategy
Correct Answer: A 🗳️
Which of the following statements is CORRECT?
- A. The Service Knowledge Management System is part of the Configuration Management
System - B. The Configuration Management System is part of the Known Error Data Base
- C. The Configuration Management System is part of the Configuration Management Database
- D. The Configuration Management System is part of the Service Knowledge Management system
Correct Answer: D 🗳️
How many people should be accountable for a process as defined in the RACI model?
- A. Only one - the process owner
- B. As many as necessary to complete the activity
- C. Two - the process owner and the process enactor
- D. Only one - the process architect
Correct Answer: A 🗳️
Which processes review Underpinning Contracts on a regular basis?
- A. Demand Management and Service Level Management
- B. Supplier Management and Service Level Management
- C. Supplier Management and Demand Management
- D. Supplier Management, Demand Management and Service Level Management
Correct Answer: B 🗳️
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