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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ITIL Roles, Functions, and Responsibilities | - Organizational roles in service delivery - Service Owner and Process Owner roles |
| Topic 2: Key ITIL Processes and Functions | - Incident and Problem Management - Change Management - Configuration and Asset Management - Service Desk function |
| Topic 3: ITIL Service Lifecycle | - Continual Service Improvement (CSI) - Service Operation - Service Strategy - Service Transition - Service Design |
| Topic 4: Service Management as a Practice | - Concepts of service and value - Key principles and terminology of ITIL |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
1. Which of the following would you expect to find in a contract for an underpinning service?
1. Service vision and mission
2. Service description and scope
3. Responsibilities and dependencies
A) 2 and 3 only
B) None of the above
C) 1 and 3 only
D) 1 and 2 only
2. Which of the following areas would technology help to support during the Service Operation phase of the Lifecycle?
1. Identifying configuration of user desktop PCs when Incidents are logged
2. Control of user desk-top PCs
3. Create and use diagnostic scripts
4. Dashboard type technology
A) 1, 3 and 4 only
B) 2, 3 and 4 only
C) All of the above
D) 1, 2 and 3 only
3. An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What imbalance does this represent?
A) Excessively reactive
B) Extreme focus on quality
C) Excessively proactive
D) Extreme focus on cost
4. Which of the following statements correctly states the relationship between urgency, priority and impact?
A) Urgency should be based on impact and priority
B) Impact, priority and urgency are independent of each other
C) Priority should be based on impact and urgency
D) Impact should be based on urgency and priority
5. The MAIN objective of Service Level Management is:
A) To create and populate a Service Catalogue
B) To carry out the Service Operations activities needed to support current IT services
C) To ensure that sufficient capacity is provided to deliver the agreed performance of services
D) To ensure that an agreed level of IT service is provided for all current IT services
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: D |
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