Exam Name: ITIL Foundation Certificate in IT Service Management
Certification Provider: ISEB
Corresponding Certification: ISEB Certification
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ITIL Foundation Certificate in IT Service Management: ISEB-ITILV3F Exam Premium File as PDF & Test Engine
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Last Updated: Sep 22, 2026
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ISEB ISEB-ITILV3F Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Generic Concepts and Definitions | - Processes and functions - Roles and responsibilities |
| Topic 2: Service Management as a Practice | - Key definitions and terms - Purpose and objectives of Service Management |
| Topic 3: Technology and Architecture | - Supporting tools and technologies |
| Topic 4: The ITIL Service Lifecycle | - Service Strategy - Service Design - Continual Service Improvement - Service Operation - Service Transition |
| Topic 5: Selected Processes and Functions | - Service Level Management - Problem Management - Service Desk - Change Management - Incident Management |
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. 1 and 2 only
- B. 1, 2 and 4 only
- C. All of the above
- D. 1, 2 and 3 only
Correct Answer: D 🗳️
The group that authorizes changes that must be installed faster than the normal process is called the:
- A. Technical Management
- B. Urgent Change Board (UCB)
- C. Urgent Change Authority (UCA)
- D. Emergency CAB (ECAB)
Correct Answer: D 🗳️
What are the key processes within Service Operation?
- A. Event Management, Incident Management, Request Fulfilment and Access Management
- B. Incident and Problem Management, Service Desk, Request Fulfilment and Event
Management - C. Event Management, Incident and Problem Management, Request Fulfilment and Access
Management - D. Incident Management, Service Desk, Request Fulfilment, Access Management and Event
Management
Correct Answer: C 🗳️
Which of the following would you expect to find documented in an Incident Model?
1. The Service Level Agreement pertaining to the incident
2. Chronological order of steps to resolve the incident
- A. 2 only
- B. Both of the above
- C. 1 only
- D. Neither of the above
Correct Answer: A 🗳️
Which is the BEST definition of a Configuration Item (CI)?
- A. An item of hardware or software registered in the asset database
- B. An asset, service component or other item that is, or will be, under the control of
Configuration Management - C. Information recorded by the Service Desk when an Incident is reported
- D. A collection of information used to describe a hardware or software item
Correct Answer: B 🗳️
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