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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Management as a Practice | - Key definitions and terms - Purpose and objectives of Service Management |
| Topic 2: The ITIL Service Lifecycle | - Continual Service Improvement - Service Operation - Service Design - Service Transition - Service Strategy |
| Topic 3: Selected Processes and Functions | - Problem Management - Service Desk - Incident Management - Service Level Management - Change Management |
| Topic 4: Technology and Architecture | - Supporting tools and technologies |
| Topic 5: Generic Concepts and Definitions | - Roles and responsibilities - Processes and functions |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
1. Which of these would fall outside the scope of a typical service Change Management process?
A) An urgent need to replace a CPU to restore a service during an incident
B) A change to a business process that depends on IT Services
C) A change to a contract with a supplier
D) A firmware upgrade to a server that is only used for IT Service Continuity purposes
2. Which of the following is NOT a characteristic of a process?
A) It is measurable
B) A method of structuring an organization
C) Delivers specific results
D) Responds to specific events
3. Which of the following BEST describes a Service Request?
A) Any request for change that is low risk and can be approved by the Change Manager without a CAB meeting
B) Any request or demand that is entered by a user via a Self-Help web-based interface
C) Anything that the customer wants and is prepared to pay for
D) A request from a User for information or advice, or for a Standard Change
4. Which of the following is the BEST description of a Service-based Service Level Agreement
(SLA)?
A) An agreement that covers one service for all users of that service
B) An agreement that covers one service for a single customer
C) An agreement that covers service specific issues in a multi-level SLA structure
D) An agreement with an individual customer group, covering all the services that they use
5. How many numbered steps are in the Continual Service Improvement (CSI) process?
A) 7
B) 4
C) 11
D) 6
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: D | Question # 4 Answer: A | Question # 5 Answer: A |
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