ICDL ISEB-ITILV3 : ITIL Foundation Certificate in IT Service Management

  • Exam Code: ISEB-ITILV3
  • Exam Name: ITIL Foundation Certificate in IT Service Management
  • Updated: Aug 23, 2026
  • Q & A: 100 Questions and Answers

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No special prerequisites are required for this certification. However, it is designed to assess the knowledge of IT dominance, information security administration, and change management. Students who are planning to take ISEB-ITILV3 should have good knowledge of IT Service Management, Information Security Administration, and Change administration. The candidates should also be able to demonstrate their skills in problem-solving, documentation, and reporting systems for managing IT services.

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ICDL ISEB-ITILV3 Exam Syllabus Topics:

SectionObjectives
Roles, Functions and Processes- Functions
  • 1. Technical, application and operations management
  • 2. Service desk and support functions
- Service management roles
  • 1. RACI models and responsibilities
  • 2. Roles in service management
Introduction to ITIL and Service Management- Purpose and Scope of ITIL
  • 1. ITIL terminology and concepts
  • 2. Service management as a practice
IT Service Lifecycle- Service Strategy
  • 1. Business relationship and demand management
  • 2. Strategy management for IT services
- Continual Service Improvement
  • 1. 7-step improvement process
  • 2. Metrics and measurement
- Service Design
  • 1. Service level and capacity management
  • 2. Design coordination
- Service Operation
  • 1. Incident and event management
  • 2. Request fulfilment and problem management
- Service Transition
  • 1. Service asset and configuration management
  • 2. Change and release management

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