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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Service Value System (SVS) | 20% | - ITIL Guiding Principles - Overview of the SVS - Service Value Chain - Continual Improvement - Governance |
| Topic 2: Service Value Chain Activities | 20% | - Design and Transition - Engage - Obtain/Build - Improve - Deliver and Support - Plan |
| Topic 3: ITIL Management Practices | 30% | - Service Management Practices
|
| Topic 4: Key Concepts of Service Management | 15% | - Definitions: Service, Product, Value, Outcome, Utility, Warranty - Role of ITIL in Service Management |
| Topic 5: Four Dimensions of Service Management | 15% | - Information and Technology - Organizations and People - Value Streams and Processes - Partners and Suppliers |
ISEB The Foundation Examination - ITIL® Sample Questions:
Which statement about the emergency change advisory board (ECAB) is CORRECT?
- A. The ECAB considers every high priority request for change (RFC)
- B. The ECAB will be chaired by the IT Director
- C. Amongst the duties of the ECAB is the review of completed emergency changes
- D. The ECAB will be used for emergency changes where there may not be time to call a full CAB
Correct Answer: D 🗳️
Which of the following provide value to the business from service strategy?
1.Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful
2.Enabling the service provider to respond quickly and effectively to changes in the business environment
3.Reduction in the duration and frequency of service outages
- A. 1 and 3 only
- B. All of the above
- C. 1 and 2 only
- D. 2 and 3 only
Correct Answer: C 🗳️
Who is responsible for defining metrics for change management?
- A. The change advisory board (CAB)
- B. The service owner
- C. The continual service improvement manager
- D. The change management process owner
Correct Answer: D 🗳️
Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?
- A. Where are we now?
- B. Where do we want to be?
- C. Did we get there?
- D. How do we get there?
Correct Answer: B 🗳️
Which process or function is responsible for monitoring activities and events in the IT infrastructure?
- A. Service level management
- B. IT operations management
- C. Capacity management
- D. Incident management
Correct Answer: B 🗳️
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