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ISEB ISEB-ITILF Exam Syllabus Topics:

Section	Objectives
Topic 1: Generic Concepts and Definitions	- Core terminology 1. Processes, functions, roles and responsibilities 2. Service assets and configuration items
Topic 2: The ITIL Service Lifecycle	- Lifecycle stages 1. Service Transition 2. Service Design 3. Continual Service Improvement 4. Service Operation 5. Service Strategy
Topic 3: Selected Roles	- Roles and responsibilities 1. Process Manager 2. Process Owner 3. Process Practitioner
Topic 4: Service Management as a Practice	- Fundamental concepts of service management 1. Service provider and customer relationships 2. Value of IT services
Topic 5: Key Principles and Models	- Management concepts 1. Service lifecycle principles 2. Process model
Topic 6: Selected Processes	- ITIL processes 1. Release and Deployment Management 2. Incident Management 3. Service Level Management 4. Configuration Management 5. Problem Management 6. Change Management
Topic 7: Selected Functions	- Operational functions 1. Technical Management 2. Application Management 3. Service Desk 4. IT Operations Management
Topic 8: Technology and Architecture	- Supporting capabilities 1. Technology considerations for service management 2. Automation and supporting tools

ISEB The Foundation Examination - ITIL® Sample Questions:

Question 1

Which of the following processes are performed by the service desk?
1.Capacity management
2.Request fulfillment
3.Demand management
4.Incident management

A. 3 and 4 only
B. 2 only
C. 2 and 4 only
D. All of the above

Question 2

What is the act of transforming resources and capabilities into valuable service better known as?

A. Service support
B. Incident management
C. Resource management
D. Service management

Question 3

What is a service delivered between two business units in the same organization known as?

A. Strategic service
B. Internal service
C. Delivered service
D. External service

Question 4

Which areas of service management can benefit from automation?
1.Design and modeling
2.Reporting
3.Pattern recognition and analysis
4.Detection and monitoring

A. 1, 2 and 3 only
B. 2, 3 and 4 only
C. 1, 3 and 4 only
D. All of the above

Question 5

Which process includes business, service and component sub-processes?

A. Incident management
B. Service level management
C. Capacity management
D. Financial management

Solutions:

Question 1
Answer: C

Question 2
Answer: D

Question 3
Answer: B

Question 4
Answer: D

Question 5
Answer: C