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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Key ITIL Processes and Functions | - Change Management - Incident and Problem Management - Service Desk function - Configuration and Asset Management |
| ITIL Roles, Functions, and Responsibilities | - Service Owner and Process Owner roles - Organizational roles in service delivery |
| ITIL Service Lifecycle | - Service Operation - Service Transition - Service Design - Continual Service Improvement (CSI) - Service Strategy |
| Service Management as a Practice | - Key principles and terminology of ITIL - Concepts of service and value |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
Which process is responsible for sourcing and delivering components of requested standard services?
- A. Service Portfolio Management
- B. Request Fulfilment
- C. Service Desk
- D. IT Finance
Correct Answer: B 🗳️
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. 2, 3 and 4 only
- B. None of the above
- C. 1, 2 and 3 only
- D. 1, 3 and 4 only
Correct Answer: C 🗳️
Which of the following would you expect to find documented in an Incident Model?
1. The Service Level Agreement pertaining to the incident
2. Chronological order of steps to resolve the incident
- A. Both of the above
- B. 1 only
- C. 2 only
- D. Neither of the above
Correct Answer: C 🗳️
Which stage of the Change Management process deals with what should be done if the change is unsuccessful?
- A. Review and Close
- B. Remediation Planning
- C. Categorization
- D. Prioritization
Correct Answer: B 🗳️
Which of the following activities is NOT a part of the Deming Cycle?
- A. Do
- B. Act
- C. Coordinate
- D. Plan
Correct Answer: C 🗳️
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