Exam Name: ITIL Foundation Certificate in IT Service Management
Certification Provider: ISEB
Corresponding Certification: ISEB Certification
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ISEB : ISEB-ITILV3F Exam Premium Dumps
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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| ITIL Service Lifecycle | 20% | - Service Design - Service Strategy - Service Operation - Service Transition - Continual Service Improvement |
| Key Principles and Models | 15% | - Governance and risk management - Deming Cycle - Process model and characteristics |
| Selected Processes | 15% | - Change Management - Problem Management - Incident Management - Service Level Management |
| Functions and Roles | 10% | - Technical Management - Key roles: Process Owner, Service Owner - Service Desk - Application Management |
| Service Management as a Practice | 15% | - Stakeholders and value creation - Service and service provider types - Concept and definition of service management |
| Technology and Architecture | 5% | - Supporting tools and systems - Architecture considerations |
| Generic Concepts and Definitions | 20% | - Key terminology and definitions - Service assets and configurations - Business case and service portfolio |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
1. Which processes review Underpinning Contracts on a regular basis?
A) Demand Management and Service Level Management
B) Supplier Management and Demand Management
C) Supplier Management, Demand Management and Service Level Management
D) Supplier Management and Service Level Management
2. Which role is accountable for a specific service within an organisation?
A) The Service Level Manager
B) The Service Continuity Manager
C) The Service Owner
D) The Business Relationship Manager
3. Which of the following is NOT a purpose of Service Transition?
A) To provide quality knowledge of Change, Release and Deployment Management
B) To plan and manage the capacity and resource requirements to manage a release
C) To provide training and certification in project management
D) To ensure that a service can be managed, operated and supported
4. A single release unit, or a structured set of release units can be defined within:
A) A Request Model
B) A Release Package
C) The RACI Model
D) The Plan, Do, Check, Act (PDCA) cycle
5. Which of the following are the two primary elements that create value for customers?
A) Value on Investment, Return on Investment
B) Customer and User satisfaction
C) Utility and Warranty
D) Understanding Service Requirements and Warranty
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: B | Question # 5 Answer: C |
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