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Peoplecert ITIL Foundation (Version 5) Sample Questions:

1. Which of the following is NOT one of the steps in value stream mapping?

A) Mapping a 'to-be' value stream
B) Mapping of the 'as-is' value stream
C) Value stream identification
D) Value stream management

2. Which is an activity of the 'problem management' practice?

A) Restoration of normal service operation as quickly as possible
B) Prioritization of problems based on the risk that they pose
C) Resolution of incidents in a time that meets customer expectations
D) Authorization of changes to resolve the cause of problems

3. Why should organizations consider the interaction of ITIL Guiding Principles?

A) Because principles must be applied in a strict order
B) Because one principle is usually sufficient for any situation
C) Because one principle is always superior to the rest
D) Because principles are interdependent and complement each other

4. How do 'utility' and 'warranty' together support value co-creation?

A) Utility and warranty apply only to products, not services
B) Utility ensures the service is fit for purpose, while warranty ensures it is fit for use
C) Utility focuses on cost control, while warranty focuses on risk avoidance
D) Utility ensures the service is fit for use, while warranty ensures it is fit for purpose

5. What is a problem?

A) An unplanned service interruption
B) A service access request from users
C) An incident that impacts critical services
D) Root cause of one or more incidents

Solutions: