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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Key ITIL Processes and Functions | - Configuration Management (CMDB concepts) - Service Desk function - Change Management - Incident and Problem Management |
| Topic 2: ITIL Service Lifecycle | - Continual Service Improvement (CSI) - Service Transition - Service Design - Service Strategy - Service Operation |
| Topic 3: Core Principles and Terminology | - Service value system overview - Basic ITIL terminology and concepts |
| Topic 4: Service Management Concepts | - Stakeholders and service relationships - Definition of service and value creation |
ISEB The Foundation Examination - ITIL® Sample Questions:
1. Which process will regularly anal0yse incident data to identify discernible trends?
A) Problem management
B) Service level management
C) C0hange management
D) Event management
2. From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?
A) Administrator
B) Supplier
C) Customer
D) User
3. Which function or process would provide staff to monitor events in an operations bridge?
A) Applications management
B) Technical management
C) IT operations management
D) Request fulfillment
4. What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
A) Employers
B) Accreditors
C) Regulators
D) Stakeholders
5. Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?
A) Products
B) Preparation
C) Profit
D) Potential
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: A |
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