ICDL ITIL Foundation Certificate in IT Service Management : ISEB-ITILV3
Updated: Aug 06, 2026
Q & A: 100 Questions and Answers
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Updated: Aug 06, 2026
Q & A: 100 Questions and Answers
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| Section | Weight | Objectives |
|---|---|---|
| Selected Processes | 20% | - Availability Management - Change Management - Incident Management - Service Level Management - Problem Management |
| ITIL Service Lifecycle | 20% | - Service Transition - Service Operation - Service Strategy - Continual Service Improvement - Service Design |
| Selected Functions and Roles | 10% | - Technical Management - Key roles: Process Owner, Service Owner - Service Desk - Application Management |
| Generic Concepts and Definitions | 10% | - Service assets and configurations - Key terms and terminology |
| Technology and Architecture | 5% | - Architecture considerations - Supporting technologies |
| Competence and Training | 5% | - Training and certification path - Skills and competencies |
| Key Principles and Models | 15% | - Deming Cycle and CSI model - Service portfolio - Governance and risk management |
| Service Management as a Practice | 15% | - Stakeholders and service provider models - Concepts of service and service management - Business value of IT service management |
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