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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| ITIL Management Practices | 30% | - Service Management Practices
|
| ITIL Service Value System (SVS) | 20% | - ITIL Guiding Principles - Continual Improvement - Service Value Chain - Overview of the SVS - Governance |
| Service Value Chain Activities | 20% | - Design and Transition - Deliver and Support - Plan - Improve - Obtain/Build - Engage |
| Key Concepts of Service Management | 15% | - Role of ITIL in Service Management - Definitions: Service, Product, Value, Outcome, Utility, Warranty |
| Four Dimensions of Service Management | 15% | - Value Streams and Processes - Partners and Suppliers - Organizations and People - Information and Technology |
ISEB The Foundation Examination - ITIL® Sample Questions:
Which of the following would be examined by a major problem review?
1.Things that were done correctly
2.Things that were done incorrectly
3.How to prevent recurrence
4.What could be done better in the future
- A. 2 and 3 only
- B. All of the above
- C. 1, 2 and 4 only
- D. 1 only
Which of these statements about resources and capabilities is CORRECT?
- A. Neither capabilities nor resources are types of service asset
- B. Capabilities are types of service asset and resources are not
- C. Resources are types of service asset and capabilities are not
- D. Resources and capabilities are both types of service asset
How many people should be accountable for a process as defined in the RACI model?
- A. Only one - the process architect
- B. Two - the process owner and the process enactor
- C. As many as necessary to complete the activity
- D. Only one - the process owner
Availability management is directly responsible for the availability of which of the following?
- A. Components and business processes
- B. IT services and business processes
- C. IT services and components
- D. IT services, components and business processes
What guidance does ITIL give on the frequency of production of service reporting?
- A. Reports should be produced weekly
- B. Reporting intervals should be set by the service provider
- C. Service reporting intervals must be the same for all services
- D. Service reporting intervals must be defined and agreed with the customers
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