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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Management as a Practice | - Key principles and terminology of ITIL - Concepts of service and value |
| Topic 2: Key ITIL Processes and Functions | - Incident and Problem Management - Service Desk function - Change Management - Configuration and Asset Management |
| Topic 3: ITIL Service Lifecycle | - Continual Service Improvement (CSI) - Service Operation - Service Strategy - Service Design - Service Transition |
| Topic 4: ITIL Roles, Functions, and Responsibilities | - Organizational roles in service delivery - Service Owner and Process Owner roles |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
Which of the following is one of the PRIMARY objectives of Service Strategy?
- A. To underscore the importance of services in the global economy
- B. To transform Service Management into a strategic asset
- C. To design and build processes that will meet business needs
- D. To provide detailed specifications for the design of IT services
Correct Answer: B 🗳️
The two main parts of the Service Catalogue are:
- A. Service Attributes and Service Capabilities
- B. The Business Service Catalogue and the Technical Service Catalogue
- C. The Service Portfolio and Retired Services
- D. Service Levels and Service Costs
Correct Answer: B 🗳️
The group that authorizes changes that must be installed faster than the normal process is called the:
- A. Emergency CAB (ECAB)
- B. Urgent Change Board (UCB)
- C. Technical Management
- D. Urgent Change Authority (UCA)
Correct Answer: A 🗳️
Who has the responsibility for review and risk analysis of all suppliers and contracts on a regular basis?
- A. The Service Catalogue Manager
- B. The Supplier Manager
- C. The Service Level Manager
- D. The IT Service Continuity Manager
Correct Answer: B 🗳️
Which of the following is concerned with fairness and transparency?
- A. Governance
- B. Service Strategy
- C. Service Level Management
- D. Capacity Management
Correct Answer: A 🗳️
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