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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Key Principles and Models | 15% | - Governance and risk management - Deming Cycle - Process model and characteristics |
| Topic 2: Selected Processes | 15% | - Problem Management - Incident Management - Change Management - Service Level Management |
| Topic 3: Generic Concepts and Definitions | 20% | - Business case and service portfolio - Service assets and configurations - Key terminology and definitions |
| Topic 4: Functions and Roles | 10% | - Technical Management - Key roles: Process Owner, Service Owner - Application Management - Service Desk |
| Topic 5: Service Management as a Practice | 15% | - Service and service provider types - Concept and definition of service management - Stakeholders and value creation |
| Topic 6: Technology and Architecture | 5% | - Architecture considerations - Supporting tools and systems |
| Topic 7: ITIL Service Lifecycle | 20% | - Service Strategy - Service Operation - Continual Service Improvement - Service Transition - Service Design |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
1. To add value to the business, what are the four reasons to monitor and measure?
A) Manage; Monitor; Diagnose; Intervene
B) Plan; Predict; Report; Justify
C) Report; Manage; Improve; Extend
D) Validate; Direct; Justify; Intervene
2. IT Service Continuity strategy should be based on:
1: Design of the service technology
2: Business continuity strategy
3: Business Impact Analysis
4: Risk assessment
A) 1, 2 and 3 only
B) 2, 3 and 4 only
C) 1, 2 and 4 only
D) 1, 3 and 4 only
3. The consideration of business outcomes and value creation are principles of which part of the
Service Lifecycle?
A) Continual Service Improvement
B) Service Design
C) Service Strategy
D) Service Transition
4. Which of the following statements is CORRECT?
A) Process owners are more important to service management than service owners
B) Service owners are as important to service management as process owners
C) Process owners and service owners are not required within the same organization
D) Service owners are more important to service management than process owners
5. What is the BEST description of the purpose of Service Operation?
A) To proactively prevent all outages to IT Services
B) To deliver and manage IT Services at agreed levels to business users and customer
C) To decide how IT will engage with suppliers during the Service Management Lifecycle
D) To design and build processes that will meet business needs
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: B | Question # 5 Answer: B |
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