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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Selected Processes and Functions | - Incident Management - Service Desk - Problem Management - Change Management - Service Level Management |
| Generic Concepts and Definitions | - Roles and responsibilities - Processes and functions |
| Service Management as a Practice | - Key definitions and terms - Purpose and objectives of Service Management |
| Technology and Architecture | - Supporting tools and technologies |
| The ITIL Service Lifecycle | - Service Transition - Service Design - Service Strategy - Service Operation - Continual Service Improvement |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
What is the BEST description of a Major Incident?
- A. An Incident which has a high priority or high impact on the business
- B. An Incident logged by a senior manager
- C. An Incident which requires a large number of people to resolve
- D. An Incident that is so complex that it requires root cause analysis before a workaround can be found
Correct Answer: A 🗳️
Which role would you MOST expect to be involved in the management of Underpinning
Contracts?
- A. Process Manager
- B. Supplier Manager
- C. Service Catalogue Manager
- D. IT Designer/Architect
Correct Answer: B 🗳️
Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating to components of the IT infrastructure?
- A. Service Asset and Configuration Management
- B. Change Management
- C. Incident Management
- D. Service Level Management
Correct Answer: A 🗳️
What are the two major processes in Problem Management?
- A. Resource and Proactive
- B. Proactive and Reactive
- C. Reactive and Technical
- D. Technical and Service
Correct Answer: B 🗳️
Which of the following is NOT a benefit of using public frameworks and standards?
- A. They are validated across a wide range of environments making them more robust
- B. They are always free ensuring they can be implemented quickly
- C. Knowledge of public frameworks is more likely to be widely distributed
- D. They make collaboration between organizations easier by giving a common language
Correct Answer: B 🗳️
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