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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Selected Processes and Functions | - Change Management - Problem Management - Service Desk - Service Level Management - Incident Management |
| The ITIL Service Lifecycle | - Service Transition - Service Strategy - Continual Service Improvement - Service Operation - Service Design |
| Technology and Architecture | - Supporting tools and technologies |
| Generic Concepts and Definitions | - Processes and functions - Roles and responsibilities |
| Service Management as a Practice | - Purpose and objectives of Service Management - Key definitions and terms |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
Which phase of the ITIL lifecycle provides the following benefit: 'The Total Cost of
Ownership (TCO) of a service can be minimised if all aspects of the service, the processes and the technology are considered during development'?
- A. Service Design B.
Service Strategy C.
Service Operation - B. Continual Service Improvement
Correct Answer: A 🗳️
Which of the following BEST describes 'Partners' in the phrase "People, Processes, Products and Partners"?
- A. Customers
- B. The Facilities Management function
- C. Suppliers, manufacturers and vendors
- D. Internal departments
Correct Answer: C 🗳️
Which process is responsible for sourcing and delivering components of requested standard services?
- A. IT Finance
- B. Service Portfolio Management
- C. Service Desk
- D. Request Fulfilment
Correct Answer: D 🗳️
Which process is responsible for providing the right to use an IT Service?
- A. Access Management
- B. Change Management
- C. Incident Management
- D. Request Fulfilment
Correct Answer: A 🗳️
Which process lists "Understanding patterns of business activity" as a major role?
- A. Demand Management
- B. Service Desk
- C. Request Fulfilment
- D. Supplier Management
Correct Answer: A 🗳️
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