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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Generic Concepts and Definitions | 20% | - Business case and service portfolio - Service assets and configurations - Key terminology and definitions |
| Topic 2: Service Management as a Practice | 15% | - Concept and definition of service management - Service and service provider types - Stakeholders and value creation |
| Topic 3: Selected Processes | 15% | - Change Management - Incident Management - Service Level Management - Problem Management |
| Topic 4: Technology and Architecture | 5% | - Supporting tools and systems - Architecture considerations |
| Topic 5: Functions and Roles | 10% | - Key roles: Process Owner, Service Owner - Application Management - Technical Management - Service Desk |
| Topic 6: Key Principles and Models | 15% | - Deming Cycle - Process model and characteristics - Governance and risk management |
| Topic 7: ITIL Service Lifecycle | 20% | - Service Transition - Service Strategy - Continual Service Improvement - Service Operation - Service Design |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
1. Which of the following is NOT a FUNCTION?
A) Technical Management
B) Incident Management
C) Application Management
D) Service Desk
2. Which Functions are included in IT Operations Management?
A) Facilities Management and Technical Management
B) IT Operations Control and Facilities Management
C) Network Management and Application Management
D) Technical Management and Application Management
3. To add value to the business, what are the four reasons to monitor and measure?
A) Manage; Monitor; Diagnose; Intervene
B) Validate; Direct; Justify; Intervene
C) Report; Manage; Improve; Extend
D) Plan; Predict; Report; Justify
4. What is the name of the area where the definitive authorised versions of all media
Configuration Items (CIs) are stored and protected?
A) Service Knowledge Management System
B) Software Secure Library
C) Definitive Media Library
D) Definitive Software Store
5. Which of the following sentences BEST describes a Standard Change?
A) A Change that correctly follows the required Change process
B) A Change to the service provider's established policies and guidelines
C) A Change that is made as the result of an audit
D) A pre-authorised Change that has an accepted and established procedure
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: D |
