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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Management as a Practice | - Key definitions and terms - Purpose and objectives of Service Management |
| Topic 2: Selected Processes and Functions | - Problem Management - Change Management - Incident Management - Service Level Management - Service Desk |
| Topic 3: Generic Concepts and Definitions | - Roles and responsibilities - Processes and functions |
| Topic 4: The ITIL Service Lifecycle | - Continual Service Improvement - Service Transition - Service Operation - Service Design - Service Strategy |
| Topic 5: Technology and Architecture | - Supporting tools and technologies |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
1. Which of the following should be supported by technology?
1. Verification of Configuration Management System data
2. Control of user desk-tops
3. Creation and use of diagnostic scripts
4. Visibility of overall IT Service performance
A) 1, 2 and 3 only
B) 2, 3 and 4 only
C) All of the above
D) 1, 3 and 4 only
2. Which of the following CANNOT be provided by a tool?
A) Data
B) Wisdom
C) Information
D) Knowledge
3. Which Function would provide staff to monitor events in an Operations Bridge?
A) Applications Management
B) Service Desk
C) Technical Management
D) IT Operations Management
4. 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) Service Asset and Configuration Management
B) Availability Management
C) Knowledge Management
D) Change Management
5. What does a service always deliver to customers?
A) Infrastructure
B) Resources
C) Value
D) Applications
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: C |
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