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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| ITIL Service Lifecycle | - Service Operation - Continual Service Improvement (CSI) - Service Strategy - Service Transition - Service Design |
| Key ITIL Processes and Functions | - Change Management - Configuration Management (CMDB concepts) - Incident and Problem Management - Service Desk function |
| Service Management Concepts | - Definition of service and value creation - Stakeholders and service relationships |
| Core Principles and Terminology | - Basic ITIL terminology and concepts - Service value system overview |
ISEB The Foundation Examination - ITIL® Sample Questions:
What type of services are NOT directly used by the business but are required by the service
provider to deliver customer facing services?
- A. Customer services
- B. Component services
- C. Business services
- D. Supporting services
What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
- A. Stakeholders
- B. Regulators
- C. Accreditors
- D. Employers
Which one of the following does service metrics measure?
- A. The end-to-end service
- B. Functions
- C. Infrastructure availability
- D. Maturity and cost
Which of the following is an objective of business relationship management?
- A. To ensure strategic plans for IT services exist
- B. To secure funding to manage the provision of services
- C. To identify patterns of business activity
- D. To ensure high levels of customer satisfaction
Which of the following should be done when closing an incident?
1.Check the incident categorization and correct it if necessary
2.Check that the user is satisfied with the outcome
- A. 2 only
- B. Neither of the above
- C. 1 only
- D. Both of the above
