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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Generic Concepts and Definitions | - Core terminology
|
| Topic 2: Selected Functions | - Operational functions
|
| Topic 3: Selected Processes | - ITIL processes
|
| Topic 4: Selected Roles | - Roles and responsibilities
|
| Topic 5: Service Management as a Practice | - Fundamental concepts of service management
|
| Topic 6: Key Principles and Models | - Management concepts
|
| Topic 7: The ITIL Service Lifecycle | - Lifecycle stages
|
| Topic 8: Technology and Architecture | - Supporting capabilities
|
ISEB The Foundation Examination - ITIL® Sample Questions:
1. Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of FT services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4:
Identifying possible future markets that the service provider could operate in
A) All of the above
B) 1 and 2 only
C) 1, 2 and 3 only
D) 1, 2 and 4 only
2. What is the primary focus of business capacity management?
A) Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
B) Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
C) Review of all capacity supplier agreements and underpinning contracts with supplier management
D) Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
3. Which processes are responsible for the regular review of underpinning contracts?
A) Supplier management and service level management
B) Supplier management and availability management
C) Availability management and service level management
D) Supplier management and change management
4. Which process is responsible for managing relationships with vendors?
A) Service portfolio management
B) Supplier management
C) Change management
D) Continual service improvement
5. Which of the following identifies the purpose of design coordination?
A) Designing of all the links between every service design process and all other processes in the service lifecycle
B) Provide a single point of control for all activities and processes within the service design stage of the lifecycle
C) Ensuring all service designs have availability designed into them
D) Control of all supplier relationships from design right through to the production environment
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: A | Question # 4 Answer: B | Question # 5 Answer: B |
