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ISEB ISEB-ITILF Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Key Concepts of Service Management	15%	- Role of ITIL in Service Management - Definitions: Service, Product, Value, Outcome, Utility, Warranty
Topic 2: ITIL Service Value System (SVS)	20%	- Governance - ITIL Guiding Principles - Continual Improvement - Overview of the SVS - Service Value Chain
Topic 3: Service Value Chain Activities	20%	- Plan - Obtain/Build - Deliver and Support - Improve - Engage - Design and Transition
Topic 4: ITIL Management Practices	30%	- General Management Practices 1. Continual Improvement 2. Relationship Management 3. Information Security Management - Service Management Practices 1. Problem Management 2. Incident Management 3. Change Enablement 4. Service Request Management 5. Service Level Management
Topic 5: Four Dimensions of Service Management	15%	- Partners and Suppliers - Value Streams and Processes - Information and Technology - Organizations and People

ISEB The Foundation Examination - ITIL® Sample Questions:

Question #1
What are the categories of events described in the ITIL service operation book?

A. Informational, warning, exception
B. Informational, scheduled, normal
C. Warning, reactive, proactive
D. Scheduled, unscheduled, emergency

Question #2
Which one of the following is an objective of service transition?

A. To minimize the impact of service outages on day-to-day business activities
B. To negotiate service levels for new services
C. To ensure that service changes create the expected business value
D. To plan and manage entries in the service catalogue

Question #3
In which of the following areas would ITIL complementary guidance provide assistance?
1.Adapting best practice for specific industry sectors
2.Integrating ITIL with other operating models

A. Both of the above
B. Option 2 only
C. Neither of the above
D. Option 1 only

Question #4
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, 3 and 4 only
B. 1, 2 and 3 only
C. 1, 2 and 4 only
D. 2, 3 and 4 only

Question #5
The consideration of value creation is a principle of which stage of the service lifecycle?

A. Service transition
B. Continual service improvement
C. Service design
D. Service strategy

Solutions:

Question #1
Correct Answer: A

Question #2
Correct Answer: C

Question #3
Correct Answer: A

Question #4
Correct Answer: D

Question #5
Correct Answer: D