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ISEB The Foundation Examination - ITIL® : ISEB-ITILF
- Exam Code: ISEB-ITILF
- Exam Name: The Foundation Examination - ITIL®
- Updated: Sep 10, 2026
- Q & A: 215 Questions and Answers
About ISEB ISEB-ITILF Exam
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ISEB ISEB-ITILF Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Value Chain Activities | 20% | - Obtain/Build - Design and Transition - Deliver and Support - Plan - Engage - Improve |
| Four Dimensions of Service Management | 15% | - Partners and Suppliers - Value Streams and Processes - Information and Technology - Organizations and People |
| ITIL Management Practices | 30% | - Service Management Practices
|
| ITIL Service Value System (SVS) | 20% | - Governance - Continual Improvement - Overview of the SVS - ITIL Guiding Principles - Service Value Chain |
| Key Concepts of Service Management | 15% | - Role of ITIL in Service Management - Definitions: Service, Product, Value, Outcome, Utility, Warranty |
ISEB The Foundation Examination - ITIL® Sample Questions:
Question #1
Which process would you MOST expect to be involved in the management of underpinning contracts?
- A. Supplier management
- B. Change management
- C. Release and deployment management
- D. Service catalogue management
Answer: A
Question #2
Which of the following are basic concepts used in access management?
- A. Rights, access, identity, directory services, service/service components
- B. Physical, personnel, network, emergency, service
- C. Personnel, electronic, network, emergency, identity
- D. Normal, temporary, emergency, personal, group
Answer: A
Question #3
Which of these should a change model include?
1.The steps that should be taken to handle the change
2.Responsibilities; who should do what, including escalation
3.Timescales and thresholds for completion of the actions
4.Complaints procedures
- A. 2 and 4 only
- B. 1, 2 and 3 only
- C. All of the above
- D. 1 and 3 only
Answer: B
Question #4
Which of the following is the BEST reason for categorizing incidents?
- A. To identify whether the user is entitled to log an incident for this particular service
- B. To enable the incident management database to be partitioned for greater efficiency
- C. To establish trends for use in problem management and other IT service management (ITSM) activities
- D. To ensure service levels are met and breaches of agreements are avoided
Answer: C
Question #5
Hierarchic escalation is BEST described as?
- A. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
- B. Notifying more senior levels of management about an incident
- C. Passing an incident to people with a greater level of technical skill
- D. Failing to meet the incident resolution times specified in a service level agreement
Answer: B
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