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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Key ITIL Processes and Functions | - Service Desk function - Change Management - Configuration Management (CMDB concepts) - Incident and Problem Management |
| Core Principles and Terminology | - Service value system overview - Basic ITIL terminology and concepts |
| ITIL Service Lifecycle | - Service Transition - Service Operation - Continual Service Improvement (CSI) - Service Design - Service Strategy |
| Service Management Concepts | - Stakeholders and service relationships - Definition of service and value creation |
ISEB The Foundation Examination - ITIL® Sample Questions:
Which of the following is the best definition of IT service management?
- A. A complete set of all the documentation required to deliver world class services to customers
- B. The implementation and management of quality IT services that meet business needs
- C. An internal service provider that is embedded within a business unit
- D. Technical implementation of supporting IT infrastructure components
Correct Answer: B 🗳️
Which process is responsible for sourcing and delivering components of requested standard services?
- A. IT finance
- B. Service portfolio management
- C. Service desk
- D. Request fulfilment
Correct Answer: D 🗳️
Which process is responsible for managing relationships with vendors?
- A. Change management
- B. Supplier management
- C. Service portfolio management
- D. Continual service improvement
Correct Answer: B 🗳️
Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?
- A. To design and develop capabilities for service management
- B. To ensure that a service can be managed and operated in accordance with constraints specified during design
- C. To provide good-quality knowledge and information about services
- D. To plan the resources required to manage a release
Correct Answer: A 🗳️
Which reason describes why ITIL is so successful?
- A. It tells service providers exactly how to be successful
- B. It is not tied to any particular vendor platform
- C. The five ITIL volumes are concise
- D. It is designed to be used to manage projects
Correct Answer: B 🗳️
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