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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Value Chain Activities | 20% | - Plan - Engage - Improve - Obtain/Build - Design and Transition - Deliver and Support |
| Topic 2: ITIL Management Practices | 30% | - Service Management Practices
|
| Topic 3: Four Dimensions of Service Management | 15% | - Partners and Suppliers - Organizations and People - Value Streams and Processes - Information and Technology |
| Topic 4: Key Concepts of Service Management | 15% | - Definitions: Service, Product, Value, Outcome, Utility, Warranty - Role of ITIL in Service Management |
| Topic 5: ITIL Service Value System (SVS) | 20% | - Overview of the SVS - ITIL Guiding Principles - Continual Improvement - Governance - Service Value Chain |
ISEB The Foundation Examination - ITIL® Sample Questions:
1. With which process is problem management likely to share categorization and impact coding systems?
A) Incident management
B) Service asset and configuration management
C) IT service continuity management
D) Capacity management
2. Which of the following service desk organizational structures are described in service operation?
1.Local service desk
2.Virtual service desk
3.IT help desk
4.Follow the sun
A) 1, 3 and 4 only
B) 2, 3 and 4 only
C) 1, 2 and 3 only
D) 1, 2 and 4 only
3. Which of the following identifies the purpose of service transition planning and support?
A) Provide overall planning for service transitions and co-ordinate the resources they require
B) Provide the resources to allow all infrastructure elements of a service transition to be recorded and tracked
C) To define testing scripts to ensure service transitions are unlikely to ever fail
D) Ensure that all service transitions are properly authorized
4. Which of the following is an enabler of best practice?
A) Academic research
B) Standards
C) Technology
D) Internal experience
5. Which process will regularly anal0yse incident data to identify discernible trends?
A) C0hange management
B) Problem management
C) Event management
D) Service level management
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: D | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: B |
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