Exam Name: ITIL Foundation Certificate in IT Service Management
Certification Provider: ISEB
Corresponding Certification: ISEB Certification
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Instant Download ISEB : ISEB-ITILV3F Questions & Answers as PDF & Test Engine
Updated: Sep 26, 2026
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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Management as a Practice | 15% | - Service and service provider types - Stakeholders and value creation - Concept and definition of service management |
| ITIL Service Lifecycle | 20% | - Continual Service Improvement - Service Transition - Service Strategy - Service Design - Service Operation |
| Selected Processes | 15% | - Problem Management - Change Management - Service Level Management - Incident Management |
| Key Principles and Models | 15% | - Deming Cycle - Governance and risk management - Process model and characteristics |
| Technology and Architecture | 5% | - Architecture considerations - Supporting tools and systems |
| Generic Concepts and Definitions | 20% | - Service assets and configurations - Key terminology and definitions - Business case and service portfolio |
| Functions and Roles | 10% | - Application Management - Key roles: Process Owner, Service Owner - Technical Management - Service Desk |
ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:
A change process model should include:
1. The steps that should be taken to handle the change with any dependences or co-processing defined, including handling issues and unexpected events
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures
- A. All of the above
- B. 1 and 2 only
- C. 1, 2 and 4 only
- D. 1, 2 and 3 only
Correct Answer: D 🗳️
Which stage of the Change Management process deals with what should be done if the change is unsuccessful?
- A. Review and Close
- B. Categorization
- C. Prioritization
- D. Remediation Planning
Correct Answer: D 🗳️
Which of the following is NOT a FUNCTION?
- A. Service Desk
- B. Application Management
- C. Technical Management
- D. Incident Management
Correct Answer: D 🗳️
Which of the following are the two primary elements that create value for customers?
- A. Customer and User satisfaction
- B. Understanding Service Requirements and Warranty
- C. Utility and Warranty
- D. Value on Investment, Return on Investment
Correct Answer: C 🗳️
Which of the following is NOT a responsibility of the Service Design Manager?
- A. Measuring the effectiveness and efficiency of Service Design and the supporting processes
- B. Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organisation
- C. Design and maintain all necessary Service Transition packages
- D. Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced
Correct Answer: C 🗳️
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