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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Key Concepts of Service Management | 15% | - Role of ITIL in Service Management - Definitions: Service, Product, Value, Outcome, Utility, Warranty |
| ITIL Management Practices | 30% | - Service Management Practices
|
| ITIL Service Value System (SVS) | 20% | - Governance - Overview of the SVS - ITIL Guiding Principles - Service Value Chain - Continual Improvement |
| Service Value Chain Activities | 20% | - Obtain/Build - Improve - Design and Transition - Plan - Deliver and Support - Engage |
| Four Dimensions of Service Management | 15% | - Organizations and People - Information and Technology - Partners and Suppliers - Value Streams and Processes |
ISEB The Foundation Examination - ITIL® Sample Questions:
Which one of the following is the BEST description of a relationship in service asset and configuration management?
- A. Describes the topography of the hardware
- B. Defines how version numbers should be used in a release
- C. Defines which software should be installed on a particular piece of hardware
- D. Describes how the configuration items (CIs) work together to deliver the services
Correct Answer: D 🗳️
Which one of the following is the purpose of service level management?
- A. To carry out the service operations activities needed to support current IT services
- B. To ensure that an agreed level of IT service is provided for all current IT services
- C. To create and populate a service catalogue
- D. To ensure that sufficient capacity is provided to deliver the agreed performance of services
Correct Answer: B 🗳️
What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?
- A. The change manager
- B. The change authorization board
- C. The change implementer
- D. The change advisory board
Correct Answer: D 🗳️
What is the primary focus of business capacity management?
- A. Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
- B. Review of all capacity supplier agreements and underpinning contracts with supplier management
- C. Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
- D. Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
Correct Answer: C 🗳️
Which one of the following is the BEST description of a service request?
- A. A request from a user for information, advice or for a standard change
- B. Anything that the customer wants and is prepared to pay for
- C. Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting
- D. Any request or demand that is entered by a user via a self-help web-based interface
Correct Answer: A 🗳️
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