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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Management Practices | 30% | - General Management Practices
|
| Topic 2: Four Dimensions of Service Management | 15% | - Information and Technology - Partners and Suppliers - Organizations and People - Value Streams and Processes |
| Topic 3: ITIL Service Value System (SVS) | 20% | - ITIL Guiding Principles - Governance - Service Value Chain - Overview of the SVS - Continual Improvement |
| Topic 4: Key Concepts of Service Management | 15% | - Definitions: Service, Product, Value, Outcome, Utility, Warranty - Role of ITIL in Service Management |
| Topic 5: Service Value Chain Activities | 20% | - Design and Transition - Engage - Plan - Obtain/Build - Deliver and Support - Improve |
ISEB The Foundation Examination - ITIL® Sample Questions:
How many people should be accountable for a process as defined in the RACI model?
- A. As many as necessary to complete the activity
- B. Only one - the process architect
- C. Only one - the process owner
- D. Two - the process owner and the process enactor
Which process would maintain policies, standards and models for service transition activities and processes?
- A. Capacity management
- B. Change management
- C. Service transition planning and support
- D. Release management
Access management is closely related to which other process?
- A. Change management
- B. Information security management
- C. Capacity management only
- D. 3rd line support
Which of the following is the best definition of IT service management?
- A. An internal service provider that is embedded within a business unit
- B. The implementation and management of quality IT services that meet business needs
- C. Technical implementation of supporting IT infrastructure components
- D. A complete set of all the documentation required to deliver world class services to customers
The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?
- A. People, process, partners, performance
- B. People, products, plans, partners
- C. Performance, process, products, plans
- D. People, process, products, partners
