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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| The ITIL Service Lifecycle | - Service Strategy - Service Design - Service Operation - Service Transition - Continual Service Improvement |
| Selected Processes and Functions | - Problem Management - Service Desk - Service Level Management - Change Management - Incident Management |
| Service Management as a Practice | - Purpose and objectives of Service Management - Key definitions and terms |
| Technology and Architecture | - Supporting tools and technologies |
| Generic Concepts and Definitions | - Roles and responsibilities - Processes and functions |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
Which of the following is one of the PRIMARY objectives of Service Strategy?
- A. To provide detailed specifications for the design of IT services
- B. To transform Service Management into a strategic asset
- C. To design and build processes that will meet business needs
- D. To underscore the importance of services in the global economy
Correct Answer: B 🗳️
Which of the following is a good metric for measuring the effectiveness of Service Level
Management?
- A. Number of services deployed within agreed times
- B. Average number of daily incidents managed by each service agent
- C. Customer satisfaction score
- D. Number of services in the Service Portfolio
Correct Answer: C 🗳️
The goal of which process is: "To improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the lifecycle"?
- A. Change Management
- B. Availability Management
- C. Knowledge Management
- D. Service Asset and Configuration Management
Correct Answer: C 🗳️
Which of the following is step 1 in the 7 Step Improvement Process?
- A. Identify gaps in Service Level Agreement (SLA achievement
- B. Where are we now?
- C. Prepare for action
- D. Define what you should measure
Correct Answer: D 🗳️
The ITIL CORE publications are structured around the Service Lifecycle. Which of the following statements about ITIL complementary guidance is CORRECT?
- A. It provides guidance to specific industry sectors and types of organization
- B. It provides the guidance necessary for an integrated approach as required by ISO/IEC
20000 - C. It consists of five publications
- D. It is also structured around the Service Lifecycle
Correct Answer: A 🗳️
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Nigel 
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Lou 
Nydia 
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Frederica 
Liz 
Yehudi 
Perry 
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