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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Generic Concepts and Definitions | - Roles and responsibilities - Processes and functions |
| Selected Processes and Functions | - Service Desk - Change Management - Incident Management - Service Level Management - Problem Management |
| Technology and Architecture | - Supporting tools and technologies |
| Service Management as a Practice | - Purpose and objectives of Service Management - Key definitions and terms |
| The ITIL Service Lifecycle | - Service Design - Service Transition - Service Operation - Continual Service Improvement - Service Strategy |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
Question 1
Which of the following is NOT an example of Self-Help capabilities?
A. Menu-driven range of self help and service requests
B. Requirement to always call the service desk for service requests
C. Web front-end
D. A direct interface into the back-end process-handling software
Question 2
Which of the following are aspects of Service Design?
1. Architectures
2. Technology
3. Service Management processes
4. Metrics
A. All of the above
B. 1, 2 and 4 only
C. 2 and 3 only
D. 1 only
Question 3
The Supplier Management process includes:
1. Service Design activities, to ensure that contracts will be able to support the service requirements
2. Service Operation activities, to monitor and report supplier achievements
3. Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of the business
A. 1 and 3 only
B. All of the above
C. 1 and 2 only
D. 1 only
Question 4
In the Continual Service Improvement (CSI) model, the stage 'How do we get there?' is underpinned by which set of activities?
A. Taking measurements and recording metrics
B. Service and process improvements
C. Setting measurement targets
D. Baseline assessments
Question 5
Which of the following questions does guidance in Service Strategy help answer?
1. What services should we offer and to whom?
2. How do we differentiate ourselves from competing alternatives?
3. How do we truly create value for our customers?
A. All of the above
B. 2 only
C. 3 only
D. 1 only
Solutions:
| Question 1 Answer: B | Question 2 Answer: A | Question 3 Answer: B | Question 4 Answer: B | Question 5 Answer: A |
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