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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Selected Processes and Functions | - Change Management - Service Desk - Problem Management - Incident Management - Service Level Management |
| Technology and Architecture | - Supporting tools and technologies |
| Service Management as a Practice | - Key definitions and terms - Purpose and objectives of Service Management |
| The ITIL Service Lifecycle | - Service Operation - Service Strategy - Continual Service Improvement - Service Transition - Service Design |
| Generic Concepts and Definitions | - Processes and functions - Roles and responsibilities |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
1. How many numbered steps are in the Continual Service Improvement (CSI) process?
A) 7
B) 11
C) 6
D) 4
2. Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?
A) Service Design
B) Service Transition
C) Service Strategy D.
Service Operation
3. Which of the following does the Availability Management process include:
1. Ensuring services are able to meet availability targets
2. Monitoring and reporting actual availability
3. Improvement activities, to ensure that services continue to meet or exceed their availability goals
A) 1 and 2 only
B) 1 and 3 only
C) All of the above
D) 1 only
4. Reliability is a measure of:
A) The level of risk that could impact a service or process
B) A measure of how quickly a service or component can be restored to normal working
C) The availability of a service or component
D) How long a service or component can perform its function without failing
5. Which of the following is NOT a valid objective of Problem Management?
A) To minimise the impact of Incidents that can not be prevented
B) To prevent Problems and their resultant Incidents
C) To manage Problems throughout their lifecycle
D) To restore service to a user
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: D |
