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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ITIL Service Lifecycle | - Service Strategy - Service Operation - Service Design - Service Transition - Continual Service Improvement (CSI) |
| Topic 2: Service Management Concepts | - Definition of service and value creation - Stakeholders and service relationships |
| Topic 3: Core Principles and Terminology | - Basic ITIL terminology and concepts - Service value system overview |
| Topic 4: Key ITIL Processes and Functions | - Change Management - Incident and Problem Management - Configuration Management (CMDB concepts) - Service Desk function |
ISEB The Foundation Examination - ITIL® Sample Questions:
Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
- A. RACI model
- B. Continual service improvement (CSI) approach
- C. The Deming Cycle
- D. Incident model
Which of the following activities are performed by a desk?
1.Logging details of incidents and service requests
2.Providing first-line investigation and diagnosis
3.Restoring service
4.Implementing all standard changes
- A. All of the above
- B. 3 and 4 only
- C. 2 and 4 only
- D. 1, 2 and 3 only
The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?
- A. Service level
- B. Configuration level
- C. Customer level
- D. Corporate level
Which of the following is NOT an objective of request fulfillment?
- A. To provide information to users about what services are available and how to request them
- B. To update the service catalogue with services that may be requested through the service desk
- C. To source and deliver the components of standard services that have been requested
- D. To provide a channel for users to request and receive standard services
What is the primary focus of the business management?
- A. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
- B. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
- C. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
- D. Review of all capacity supplier agreements and underpinning contracts with supplier management
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