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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| ITIL Service Lifecycle | - Continual Service Improvement (CSI) - Service Design - Service Strategy - Service Operation - Service Transition |
| Core Principles and Terminology | - Basic ITIL terminology and concepts - Service value system overview |
| Key ITIL Processes and Functions | - Configuration Management (CMDB concepts) - Incident and Problem Management - Service Desk function - Change Management |
| Service Management Concepts | - Stakeholders and service relationships - Definition of service and value creation |
ISEB The Foundation Examination - ITIL® Sample Questions:
Question 1
What guidance does ITIL give on the frequency of production of service reporting?
A. Reporting intervals should be set by the service provider
B. Service reporting intervals must be defined and agreed with the customers
C. Reports should be produced weekly
D. Service reporting intervals must be the same for all services
Question 2
What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?
A. The change authorization board
B. The change implementer
C. The change manager
D. The change advisory board
Question 3
Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?
A. Service level management
B. Change management
C. Event management
D. Problem management
Question 4
What should a service always deliver to customers?
A. Applications
B. Resources
C. Value
D. Infrastructure
Question 5
Which of the following should IT service continuity strategy be based on?
1.Design of the service metrics
2.Business continuity strategy
3.Business impact analysis (BIA)
4.Risk assessment
A. 1, 2 and 3 only
B. 2, 3 and 4 only
C. 1, 3 and 4 only
D. 1, 2 and 4 only
Solutions:
| Question 1 Answer: B | Question 2 Answer: D | Question 3 Answer: D | Question 4 Answer: C | Question 5 Answer: B |
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