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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Management as a Practice | - Fundamental concepts of service management
|
| Topic 2: Selected Functions | - Operational functions
|
| Topic 3: Selected Processes | - ITIL processes
|
| Topic 4: Technology and Architecture | - Supporting capabilities
|
| Topic 5: Selected Roles | - Roles and responsibilities
|
| Topic 6: The ITIL Service Lifecycle | - Lifecycle stages
|
| Topic 7: Key Principles and Models | - Management concepts
|
| Topic 8: Generic Concepts and Definitions | - Core terminology
|
ISEB The Foundation Examination - ITIL® Sample Questions:
Which of the following would NOT be contained in a release policy?
- A. The risk register for the release
- B. Roles and responsibilities for the release
- C. Naming and numbering conventions
- D. Entry and exit criteria of the release into testing
Correct Answer: A 🗳️
What type of record should you raise when a problem diagnosis is complete and a workaround is available?
- A. A change
- B. A service object
- C. An incident
- D. A known error
Correct Answer: D 🗳️
Which process is responsible for dealing with complaints, comments, and general enquiries from users?
- A. Service level management
- B. Demand management
- C. Service portfolio management
- D. Request fulfilment
Correct Answer: D 🗳️
What is the BEST description of the purpose of the service operation stage of the service lifecycle?
- A. To design and build processes that will meet business needs
- B. To deliver and manage IT services at agreed levels to business users and customers
- C. To decide how IT will engage with suppliers during the service lifecycle
- D. To proactively prevent all outages to IT services
Correct Answer: B 🗳️
Which one of the following do major incidents require?
- A. Separate procedures
- B. Longer timescales
- C. Less documentation
- D. Less urgency
Correct Answer: A 🗳️
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