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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Management as a Practice | - Fundamental concepts of service management
|
| Selected Functions | - Operational functions
|
| Selected Processes | - ITIL processes
|
| Selected Roles | - Roles and responsibilities
|
| Key Principles and Models | - Management concepts
|
| Generic Concepts and Definitions | - Core terminology
|
| Technology and Architecture | - Supporting capabilities
|
| The ITIL Service Lifecycle | - Lifecycle stages
|
ISEB The Foundation Examination - ITIL® Sample Questions:
Which function or process would provide staff to monitor events in an operations bridge?
- A. Applications management
- B. Technical management
- C. Request fulfillment
- D. IT operations management
Which one of the following is the BEST description of a relationship in service asset and configuration management?
- A. Defines how version numbers should be used in a release
- B. Defines which software should be installed on a particular piece of hardware
- C. Describes how the configuration items (CIs) work together to deliver the services
- D. Describes the topography of the hardware
Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
- A. Continual service improvement (CSI) approach
- B. RACI model
- C. The Deming Cycle
- D. Incident model
Which of the following would commonly be found in a contract underpinning an IT service?
1.Financial arrangements related to the contract
2.Description of the goods or service provided
3.Responsibilities and dependencies for both parties
- A. 1 and 2 only
- B. 2 and 3 only
- C. 1 and 3 only
- D. All of the above
Which one of the following is the purpose of service level management?
- A. To carry out the service operations activities needed to support current IT services
- B. To ensure that an agreed level of IT service is provided for all current IT services
- C. To create and populate a service catalogue
- D. To ensure that sufficient capacity is provided to deliver the agreed performance of services
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