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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Technology and Architecture | - Supporting capabilities
|
| Topic 2: Selected Processes | - ITIL processes
|
| Topic 3: Selected Roles | - Roles and responsibilities
|
| Topic 4: Selected Functions | - Operational functions
|
| Topic 5: Service Management as a Practice | - Fundamental concepts of service management
|
| Topic 6: Key Principles and Models | - Management concepts
|
| Topic 7: The ITIL Service Lifecycle | - Lifecycle stages
|
| Topic 8: Generic Concepts and Definitions | - Core terminology
|
ISEB The Foundation Examination - ITIL® Sample Questions:
What are the categories of event described in the UIL service operation book?
- A. Scheduled, unscheduled, emergency
- B. Informational, warning, exception
- C. Warning, reactive, proactive
- D. Informational, scheduled, normal
Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
- A. Incident management, service desk, request fulfillment, access management, and event management
- B. Incident management, problem management, service desk, request fulfillment, and event management
- C. Event management, incident management, change management, and access management
- D. Event management, incident management, problem management, request fulfillment, and access management
Which of the following availability management activities is/are considered to be proactive as opposed to reactive?
1.Monitoring system availability
2.Designing availability into a proposed solution
- A. Both of the above
- B. 1 only
- C. None of the above
- D. 2 only
Which one of the following includes four stages called Plan, Do, Check and Act?
- A. The service lifecycle
- B. The continual service improvement approach
- C. The Deming Cycle
- D. The seven-step improvement process
What type of services are NOT directly used by the business but are required by the service
provider to deliver customer facing services?
- A. Component services
- B. Customer services
- C. Business services
- D. Supporting services
