ISEB ITIL Foundation Certificate in IT Service Management : ISEB-ITILV3F exam

ISEB-ITILV3F
  • Exam Code: ISEB-ITILV3F
  • Exam Name: ITIL Foundation Certificate in IT Service Management
  • Updated: Sep 13, 2026
  • Q & A: 162 Questions and Answers

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ISEB ISEB-ITILV3F Exam Syllabus Topics:

SectionWeightObjectives
Key Principles and Models15%- Process model and characteristics
- Deming Cycle
- Governance and risk management
Functions and Roles10%- Service Desk
- Technical Management
- Application Management
- Key roles: Process Owner, Service Owner
Selected Processes15%- Incident Management
- Change Management
- Problem Management
- Service Level Management
ITIL Service Lifecycle20%- Service Operation
- Service Strategy
- Continual Service Improvement
- Service Transition
- Service Design
Service Management as a Practice15%- Service and service provider types
- Stakeholders and value creation
- Concept and definition of service management
Generic Concepts and Definitions20%- Key terminology and definitions
- Service assets and configurations
- Business case and service portfolio
Technology and Architecture5%- Supporting tools and systems
- Architecture considerations

ISEB ITIL Foundation Certificate in IT Service Management Sample Questions:

Question #1

Which of the following are Service Desk organizational structures?
1. Local Service Desk
2. Virtual Service Desk
3. IT Help Desk
4. Follow the Sun

  • A. 1, 2 and 4 only
  • B. 1, 2 and 3 only
  • C. 2, 3 and 4 only
  • D. 1, 3 and 4 only
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Question #2

A Process Owner has been identified with an "I" in a RACI matrix. Which of the following would be expected of them?

  • A. Be kept up to date on the progress of an activity
  • B. Tell others about the progress of an activity
  • C. Perform an activity
  • D. Manage an activity
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Question #3

One of the five major aspects of Service Design is the design of service solutions. Which of the following does this include?

  • A. Requirements, resources and capabilities needed and agreed
  • B. Only resources and capabilities needed
  • C. Only capabilities needed and agreed
  • D. Only requirements needed and agreed
Reveal Solution  Discussion  0

Correct Answer: A  🗳️

Question #4

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, 2 and 4 only
  • B. 1, 2 and 3 only
  • C. All of the above
  • D. 1 and 2 only
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

Question #5

The ITIL CORE publications are structured around the Service Lifecycle. Which of the following statements about ITIL complementary guidance is CORRECT?

  • A. It is also structured around the Service Lifecycle
  • B. It provides guidance to specific industry sectors and types of organization
  • C. It provides the guidance necessary for an integrated approach as required by ISO/IEC 20000
  • D. It consists of five publications
Reveal Solution  Discussion  0

Correct Answer: B  🗳️

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