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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Four Dimensions of Service Management | 15% | - Partners and Suppliers - Information and Technology - Organizations and People - Value Streams and Processes |
| Service Value Chain Activities | 20% | - Engage - Deliver and Support - Plan - Design and Transition - Obtain/Build - Improve |
| ITIL Management Practices | 30% | - General Management Practices
|
| ITIL Service Value System (SVS) | 20% | - Continual Improvement - Service Value Chain - ITIL Guiding Principles - Overview of the SVS - Governance |
| Key Concepts of Service Management | 15% | - Role of ITIL in Service Management - Definitions: Service, Product, Value, Outcome, Utility, Warranty |
ISEB The Foundation Examination - ITIL® Sample Questions:
1. Which process would be used to compare the value that newer services have offered over those they have replaced?
A) Service catalogue management
B) Service portfolio management
C) Availability management
D) Capacity management
2. Why is it important for service providers to understand patterns of business activity (PBA)?
A) PBA are based on organizational roles and responsibilities
B) Demand for the services delivered by service providers are directly influenced by PBA
C) IT service providers CANNOT schedule changes until they understand PBA
D) Understanding PBA is the only way to enable accurate service level reporting
3. Which of the following would NOT be contained in a release policy?
A) Entry and exit criteria of the release into testing
B) Naming and numbering conventions
C) The risk register for the release
D) Roles and responsibilities for the release
4. Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment?
A) Service catalogue management
B) Service transition
C) Service level management
D) Demand management
5. Which one of the following is the BEST definition of reliability?
A) The availability of a service or component
B) How long a service or configuration item (CI) can perform its function without failing
C) The level of risk that affects a service or process
D) How quickly a service or component can be restored to normal working order
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: A | Question # 5 Answer: B |
