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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ITIL Service Lifecycle | - Service Operation - Continual Service Improvement (CSI) - Service Transition - Service Strategy - Service Design |
| Topic 2: Service Management Concepts | - Definition of service and value creation - Stakeholders and service relationships |
| Topic 3: Key ITIL Processes and Functions | - Change Management - Configuration Management (CMDB concepts) - Incident and Problem Management - Service Desk function |
| Topic 4: Core Principles and Terminology | - Service value system overview - Basic ITIL terminology and concepts |
ISEB The Foundation Examination - ITIL® Sample Questions:
Which of the following is the BEST description of a centralized service desk?
- A. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place
- B. There is a single desk in one location serving the whole organization
- C. The desk is co-located within or physically close to the user community it serves
- D. The desk provides 24 hour global support
Correct Answer: B 🗳️
Which of the following is the best definition of IT service management?
- A. Technical implementation of supporting IT infrastructure components
- B. The implementation and management of quality IT services that meet business needs
- C. A complete set of all the documentation required to deliver world class services to customers
- D. An internal service provider that is embedded within a business unit
Correct Answer: B 🗳️
In which of the following areas would ITIL complementary guidance provide assistance?
1.Adapting best practice for specific industry sectors
2.Integrating ITIL with other operating models
- A. Option 1 only
- B. Neither of the above
- C. Option 2 only
- D. Both of the above
Correct Answer: D 🗳️
Which process has the purpose to ensure that, by managing the risks could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels?
- A. IT service continuity management
- B. Financial management for IT services
- C. Service catalog management
- D. Change management
Correct Answer: A 🗳️
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Which of the following statements BEST describes the aims of release and deployment management?
- A. To record and manage deviations, risks and issues related to the new or changed service
- B. To ensure that each release package specified by service design consists of a set of related assets and service components
- C. To ensure that all changes can be tracked, tested and verified if appropriate
- D. To build, test and deliver the capability to provide the services specified by service design
Correct Answer: D 🗳️
