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Last Updated: Sep 12, 2026
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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Value Chain Activities | 20% | - Plan - Engage - Improve - Obtain/Build - Deliver and Support - Design and Transition |
| Topic 2: Four Dimensions of Service Management | 15% | - Organizations and People - Value Streams and Processes - Information and Technology - Partners and Suppliers |
| Topic 3: ITIL Service Value System (SVS) | 20% | - Overview of the SVS - Governance - ITIL Guiding Principles - Continual Improvement - Service Value Chain |
| Topic 4: Key Concepts of Service Management | 15% | - Definitions: Service, Product, Value, Outcome, Utility, Warranty - Role of ITIL in Service Management |
| Topic 5: ITIL Management Practices | 30% | - General Management Practices
|
ISEB The Foundation Examination - ITIL® Sample Questions:
Which of the following are sources of best practice?
1.Academic research
2.Internal experience
3.Industry practices
- A. 1 and 3 only
- B. All of the above
- C. 1 and 2 only
- D. 2 and 3 only
Correct Answer: B 🗳️
How many people should be accountable for a process as defined in the RACI model?
- A. Two - the process owner and the process enactor
- B. As many as necessary to complete the activity
- C. Only one - the process architect
- D. Only one - the process owner
Correct Answer: D 🗳️
Which of the following is service transition planning and support NOT responsible for?
- A. Coordinating the efforts required to manage multiple simultaneous transitions
- B. Maintaining policies, standards and models for service transition activities and processes
- C. Prioritizing conflicts for service transition resources
- D. Detailed planning of the build and test of individual changes
Correct Answer: D 🗳️
Which one of the following do technology metrics measure?
- A. Components
- B. Processes
- C. Customer satisfaction
- D. The end-to-end service
Correct Answer: A 🗳️
Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?
- A. People, products, perspective, partners
- B. People, process, partners, performance
- C. Performance, process, products, problems
- D. People, process, products, partners
Correct Answer: D 🗳️
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