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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Functions and Roles | 10% | - Key roles: Process Owner, Service Owner - Technical Management - Application Management - Service Desk |
| Topic 2: Generic Concepts and Definitions | 20% | - Business case and service portfolio - Service assets and configurations - Key terminology and definitions |
| Topic 3: Service Management as a Practice | 15% | - Service and service provider types - Concept and definition of service management - Stakeholders and value creation |
| Topic 4: ITIL Service Lifecycle | 20% | - Service Strategy - Continual Service Improvement - Service Transition - Service Design - Service Operation |
| Topic 5: Selected Processes | 15% | - Service Level Management - Problem Management - Change Management - Incident Management |
| Topic 6: Technology and Architecture | 5% | - Supporting tools and systems - Architecture considerations |
| Topic 7: Key Principles and Models | 15% | - Deming Cycle - Governance and risk management - Process model and characteristics |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
Question 1
Which role would you MOST expect to be involved in the management of Underpinning
Contracts?
A. Service Catalogue Manager
B. IT Designer/Architect
C. Supplier Manager
D. Process Manager
Question 2
Which stage of the Change Management process deals with what should be done if the change is unsuccessful?
A. Categorization
B. Prioritization
C. Review and Close
D. Remediation Planning
Question 3
Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on the Service Level Agreement (SLA) is the responsibility of which role?
A. The Configuration Manager
B. The Service Level Manager
C. The Change Manager
D. The Information Security Manager
Question 4
Which of the following activities is NOT a part of the Deming Cycle?
A. Coordinate
B. Act
C. Plan
D. Do
Question 5
Which process lists "Understanding patterns of business activity" as a major role?
A. Request Fulfilment
B. Service Desk
C. Demand Management
D. Supplier Management
Solutions:
| Question 1 Answer: C | Question 2 Answer: D | Question 3 Answer: D | Question 4 Answer: A | Question 5 Answer: C |
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