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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Management as a Practice | - Purpose and objectives of Service Management - Key definitions and terms |
| Technology and Architecture | - Supporting tools and technologies |
| Selected Processes and Functions | - Service Level Management - Change Management - Incident Management - Service Desk - Problem Management |
| Generic Concepts and Definitions | - Roles and responsibilities - Processes and functions |
| The ITIL Service Lifecycle | - Service Operation - Service Strategy - Continual Service Improvement - Service Transition - Service Design |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
Which of the following activities is carried out in the "Where do we want to be" step of the Continual Service Improvement Model?
- A. Creating a baseline
- B. Aligning the business and IT strategies
- C. Implementing service and process improvements
- D. Defining measurable targets
Correct Answer: D 🗳️
Service Transition contains detailed descriptions of which processes?
- A. Change Management, Service Asset and Configuration Management, Release and
Deployment Management - B. Service Asset and Configuration Management, Release and Deployment Management,
Request Fulfilment - C. Change Management, Capacity Management Event Management, Service Request
Management - D. Service Level Management, Service Portfolio Management, Service Asset and
Configuration Management
Correct Answer: A 🗳️
Reliability is a measure of:
- A. How long a service or component can perform its function without failing
- B. A measure of how quickly a service or component can be restored to normal working
- C. The level of risk that could impact a service or process
- D. The availability of a service or component
Correct Answer: A 🗳️
Which of the following are Service Desk organizational structures?
1. Local Service Desk
2. Virtual Service Desk
3. IT Help Desk
4. Follow the Sun
- A. 1, 2 and 4 only
- B. 1, 3 and 4 only
- C. 2, 3 and 4 only
- D. 1, 2 and 3 only
Correct Answer: A 🗳️
Which of the following would NOT be a task carried out by the Request Fulfilment process?
- A. The sourcing and delivering of the components of requested standard services (e.g. licenses and software media)
- B. Provision of a channel for users to request and receive standard services for which a predefined approval and qualification process exists
- C. Provision of information to users and customers about the availability of services and the procedure for obtaining them
- D. Provision of information used to compare actual performance against design standards
Correct Answer: D 🗳️
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