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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Technology and Architecture | 5% | - Supporting tools and systems - Architecture considerations |
| Topic 2: ITIL Service Lifecycle | 20% | - Service Operation - Service Transition - Service Strategy - Continual Service Improvement - Service Design |
| Topic 3: Generic Concepts and Definitions | 20% | - Service assets and configurations - Key terminology and definitions - Business case and service portfolio |
| Topic 4: Key Principles and Models | 15% | - Deming Cycle - Governance and risk management - Process model and characteristics |
| Topic 5: Functions and Roles | 10% | - Service Desk - Technical Management - Application Management - Key roles: Process Owner, Service Owner |
| Topic 6: Selected Processes | 15% | - Service Level Management - Incident Management - Change Management - Problem Management |
| Topic 7: Service Management as a Practice | 15% | - Concept and definition of service management - Stakeholders and value creation - Service and service provider types |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
1. Which of the following is NOT an aim of the Change Management process?
A) All budgets and expenditures are accounted for
B) All changes to Service Assets and Configuration Items (CIs) are recorded in the
Configuration Management system
C) Standardised methods and procedures are used for efficient and prompt handling of all
Changes
D) Overall business risk is optimised
2. What would you use the seven Rs of Change Management for?
A) To assist with the impact analysis for a Change request
B) To review changes after they have been implemented
C) To act as a framework for implementing a Change
D) To allocate the roles and responsibilities during the Change Management process
3. Which process will regularly analyze Incident data to identify discernable trends?
A) Event Management
B) Problem Management
C) Change Management
D) Service Level Management
4. Major Incidents require:
A) Longer timescales
B) Separate procedures
C) Less documentation
D) Less urgency
5. Which of the following do Service Metrics measure?
A) Maturity and cost
B) Processes and functions
C) Infrastructure availability
D) The end to end service
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: D |
