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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Selected Processes | 15% | - Change Management - Service Level Management - Problem Management - Incident Management |
| Topic 2: Functions and Roles | 10% | - Key roles: Process Owner, Service Owner - Service Desk - Application Management - Technical Management |
| Topic 3: Generic Concepts and Definitions | 20% | - Business case and service portfolio - Service assets and configurations - Key terminology and definitions |
| Topic 4: Service Management as a Practice | 15% | - Concept and definition of service management - Service and service provider types - Stakeholders and value creation |
| Topic 5: Technology and Architecture | 5% | - Architecture considerations - Supporting tools and systems |
| Topic 6: Key Principles and Models | 15% | - Process model and characteristics - Governance and risk management - Deming Cycle |
| Topic 7: ITIL Service Lifecycle | 20% | - Continual Service Improvement - Service Strategy - Service Operation - Service Design - Service Transition |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
1. Which of the following activities are responsibilities of a Supplier Manager?
1. Negotiating and agreeing Contracts
2. Updating the Supplier and Contract database
3. Planning for possible closure, renewal or extension of contracts
4. Managing relationships with internal suppliers
A) None of the above
B) 1, 2 and 3 only
C) 1, 3 and 4 only
D) 2, 3 and 4 only
2. Reliability is a measure of:
A) The level of risk that could impact a service or process
B) A measure of how quickly a service or component can be restored to normal working
C) The availability of a service or component
D) How long a service or component can perform its function without failing
3. As a strategic tool for assessing the value of IT services, Financial Management applies to which of the following service provider types?
1. An internal service provider embedded within a business unit
2. An internal service provider that provides shared IT services
3. An external service provider
A) 2 and 3 only
B) 1 and 2 only
C) All of the above
D) 1 and 3 only
4. When should tests for a new service be designed?
A) After the service has been designed, before the service is handed over to Service Transition
B) Before the service is designed
C) As part of Service Transition
D) At the same time as the service is designed
5. Which process lists "Understanding patterns of business activity" as a major role?
A) Supplier Management
B) Demand Management
C) Service Desk
D) Request Fulfilment
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: D | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: B |
