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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| ITIL Management Practices | 30% | - Service Management Practices
|
| Service Value Chain Activities | 20% | - Engage - Improve - Plan - Design and Transition - Obtain/Build - Deliver and Support |
| Key Concepts of Service Management | 15% | - Definitions: Service, Product, Value, Outcome, Utility, Warranty - Role of ITIL in Service Management |
| Four Dimensions of Service Management | 15% | - Value Streams and Processes - Partners and Suppliers - Organizations and People - Information and Technology |
| ITIL Service Value System (SVS) | 20% | - ITIL Guiding Principles - Continual Improvement - Overview of the SVS - Service Value Chain - Governance |
ISEB The Foundation Examination - ITIL® Sample Questions:
Question #1
Which one of the following is NOT a valid purpose or objective of problem management?
A. To prevent problems and resultant incidents
B. To restore service to a user
C. To manage problems throughout their lifecycle
D. To eliminate recurring incidents
Question #2
What are the categories of event described in the UIL service operation book?
A. Informational, scheduled, normal
B. Warning, reactive, proactive
C. Informational, warning, exception
D. Scheduled, unscheduled, emergency
Question #3
Which of the following identifies the purpose of service transition planning and support?
A. To define testing scripts to ensure service transitions are unlikely to ever fail
B. Ensure that all service transitions are properly authorized
C. Provide overall planning for service transitions and co-ordinate the resources they require
D. Provide the resources to allow all infrastructure elements of a service transition to be recorded and tracked
Question #4
Which of the following is NOT one of the five individual aspects of service design?
A. The design of the technology architectures
B. The design of new or changed services
C. The design of market spaces
D. The design of the service portfolio, including the service catalogue
Question #5
Remediation planning is BEST described in which of the following ways?
A. Planning how to recover the cost of a change
B. Planning the steps required to be taken if a change is unsuccessful
C. Planning how to compensate a user for a failed change
D. Planning how to advise the change requestor of a failed change
Solutions:
| Question #1 Correct Answer: B | Question #2 Correct Answer: C | Question #3 Correct Answer: C | Question #4 Correct Answer: C | Question #5 Correct Answer: B |
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