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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Functions and Roles | 10% | - Technical Management - Application Management - Service Desk - Key roles: Process Owner, Service Owner |
| Topic 2: Key Principles and Models | 15% | - Governance and risk management - Process model and characteristics - Deming Cycle |
| Topic 3: Generic Concepts and Definitions | 20% | - Service assets and configurations - Business case and service portfolio - Key terminology and definitions |
| Topic 4: ITIL Service Lifecycle | 20% | - Service Design - Service Strategy - Continual Service Improvement - Service Transition - Service Operation |
| Topic 5: Service Management as a Practice | 15% | - Concept and definition of service management - Service and service provider types - Stakeholders and value creation |
| Topic 6: Selected Processes | 15% | - Change Management - Problem Management - Incident Management - Service Level Management |
| Topic 7: Technology and Architecture | 5% | - Supporting tools and systems - Architecture considerations |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
1. Which of the following areas would technology help to support during the Service Operation phase of the Lifecycle?
1. Identifying configuration of user desktop PCs when Incidents are logged
2. Control of user desk-top PCs
3. Create and use diagnostic scripts
4. Dashboard type technology
A) All of the above
B) 1, 3 and 4 only
C) 1, 2 and 3 only
D) 2, 3 and 4 only
2. Which of the following are benefits that implementing Service Transition could provide to the business?
1. Ability to adapt quickly to new requirements
2. Reduced cost to design new services
3. Improved success in implementing changes
A) All of the above
B) 1 and 2 only
C) 2 and 3 only
D) 1 and 3 only
3. What are the three Service Provider business models?
A) Internal Service Operations provider, External Service Operations provider, Shared Service
Unit
B) Internal Service provider, External Service provider, Outsourced 3rd Party
C) Internal Service provider, External Service provider, Shared Service Provider
D) Internal Service provider, Outsourced 3rd party and Off-shore party
4. What is the BEST description of an Operational Level Agreement (OLA)?
A) A document that describes business services to operational staff
B) An agreement between the service provider and an external organization
C) A document that describes to a customer how services will be operated on a day-to-day basis
D) An agreement between the service provider and another part of the same organization
5. How many people should be accountable for a process as defined in the RACI model?
A) Two - the process owner and the process enactor
B) Only one - the process owner
C) Only one - the process architect
D) As many as necessary to complete the activity
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: D | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: B |
