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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Selected Roles | - Roles and responsibilities
|
| Topic 2: Selected Functions | - Operational functions
|
| Topic 3: Selected Processes | - ITIL processes
|
| Topic 4: Technology and Architecture | - Supporting capabilities
|
| Topic 5: Generic Concepts and Definitions | - Core terminology
|
| Topic 6: Service Management as a Practice | - Fundamental concepts of service management
|
| Topic 7: Key Principles and Models | - Management concepts
|
| Topic 8: The ITIL Service Lifecycle | - Lifecycle stages
|
ISEB The Foundation Examination - ITIL® Sample Questions:
1. Which process is responsible for dealing with complaints, comments, and general enquiries from users?
A) Service portfolio management
B) Service level management
C) Demand management
D) Request fulfilment
2. Which of the following should be done when closing an incident?
1.Check the incident categorization and correct it if necessary
2.Check that the user is satisfied with the outcome
A) Both of the above
B) Neither of the above
C) 2 only
D) 1 only
3. Which statement about the emergency change advisory board (ECAB) is CORRECT?
A) The ECAB considers every high priority request for change (RFC)
B) Amongst the duties of the ECAB is the review of completed emergency changes
C) The ECAB will be chaired by the IT Director
D) The ECAB will be used for emergency changes where there may not be time to call a full CAB
4. Which of the following is the correct definition of an outcome?
A) All the accumulated knowledge of the service provider
B) All incidents reported to the service desk
C) The results specific to the clauses in a service level agreement (SLA)
D) The result of carrying out an activity, following a process or delivering an IT service
5. Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?
A) Incident management, service desk, request fulfillment, access management, and event management
B) Incident management, problem management, service desk, request fulfillment, and event management
C) Event management, incident management, problem management, request fulfillment, and access management
D) Event management, incident management, change management, and access management
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: D | Question # 5 Answer: C |






