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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Management Practices | 30% | - Service Management Practices
|
| Topic 2: Key Concepts of Service Management | 15% | - Role of ITIL in Service Management - Definitions: Service, Product, Value, Outcome, Utility, Warranty |
| Topic 3: Four Dimensions of Service Management | 15% | - Organizations and People - Information and Technology - Value Streams and Processes - Partners and Suppliers |
| Topic 4: Service Value Chain Activities | 20% | - Design and Transition - Deliver and Support - Improve - Engage - Obtain/Build - Plan |
| Topic 5: ITIL Service Value System (SVS) | 20% | - ITIL Guiding Principles - Governance - Continual Improvement - Service Value Chain - Overview of the SVS |
ISEB The Foundation Examination - ITIL® Sample Questions:
1. Which of the following would commonly be found in a contract underpinning an IT service?
1.Financial arrangements related to the contract
2.Description of the goods or service provided
3.Responsibilities and dependencies for both parties
A) 2 and 3 only
B) 1 and 2 only
C) All of the above
D) 1 and 3 only
2. Which of the following is an objective of business relationship management?
A) To secure funding to manage the provision of services
B) To identify patterns of business activity
C) To ensure strategic plans for IT services exist
D) To ensure high levels of customer satisfaction
3. Which of the following are benefits to the business of implementing service transition?
1.Better reuse and sharing of assets across projects and resources
2.Reduced cost to design new services
3.Result in higher volume of successful changes
A) 2 and 3 only
B) 1 and 2 only
C) 1 and 3 only
D) None of the above
4. What type of services are NOT directly used by the business but are required by the service
provider to deliver customer facing services?
A) Supporting services
B) Customer services
C) Business services
D) Component services
5. With which process is problem management likely to share categorization and impact coding systems?
A) Service asset and configuration management
B) Capacity management
C) Incident management
D) IT service continuity management
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: C | Question # 4 Answer: A | Question # 5 Answer: C |



