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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Management as a Practice | 15% | - Service and service provider types - Stakeholders and value creation - Concept and definition of service management |
| Topic 2: Technology and Architecture | 5% | - Supporting tools and systems - Architecture considerations |
| Topic 3: Key Principles and Models | 15% | - Process model and characteristics - Deming Cycle - Governance and risk management |
| Topic 4: Selected Processes | 15% | - Change Management - Service Level Management - Incident Management - Problem Management |
| Topic 5: Functions and Roles | 10% | - Application Management - Service Desk - Technical Management - Key roles: Process Owner, Service Owner |
| Topic 6: ITIL Service Lifecycle | 20% | - Service Transition - Continual Service Improvement - Service Strategy - Service Design - Service Operation |
| Topic 7: Generic Concepts and Definitions | 20% | - Business case and service portfolio - Key terminology and definitions - Service assets and configurations |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
Question 1
Which of the following would you expect to find in a contract for an underpinning service?
1. Service vision and mission
2. Service description and scope
3. Responsibilities and dependencies
A. None of the above
B. 2 and 3 only
C. 1 and 3 only
D. 1 and 2 only
Question 2
Which process lists "Understanding patterns of business activity" as a major role?
A. Request Fulfilment
B. Demand Management
C. Supplier Management
D. Service Desk
Question 3
The two main parts of the Service Catalogue are:
A. The Business Service Catalogue and the Technical Service Catalogue
B. Service Levels and Service Costs
C. Service Attributes and Service Capabilities
D. The Service Portfolio and Retired Services
Question 4
What is a RACI model used for?
A. Defining roles and responsibilities
B. Monitoring services
C. Recording Configuration Items
D. Performance analysis
Question 5
Which part of ITIL provides guidance in adapting good practice for specific business environments and organizational strategies?
A. The Service Strategy book
B. The Service Support book
C. The ITIL Complementary Guidance
D. Pocket Guides
Solutions:
| Question 1 Answer: B | Question 2 Answer: B | Question 3 Answer: A | Question 4 Answer: A | Question 5 Answer: C |
