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Peoplecert ITIL V3 Foundation Sample Questions:

1. In the Continual Service Improvement (CSI) model, the stage 'How do we get there?1 is underpinned by which set of activities?

A) Taking measurements and recording metrics
B) Setting measurement targets
C) Service and process improvements
D) Baseline assessments

2. Which of the following statements correctly states the relationship between urgency, priority and impact?

A) Urgency should be based on impact and priority
B) Impact, priority and urgency are independent of each other
C) Priority should be based on impact and urgency
D) Impact should be based on urgency and priority

3. The Service Catalogue Manager has responsibility for producing and maintaining the Service Catalogue. One of their responsibilities would be?

A) Only ensure that adequate technical resources are available.
B) Ensuring that the information within the Service Catalogue is adequately protected and backed-up.
C) Negotiating and agreeing Operational Level Agreements
D) Negotiating and agreeing Service Level Agreement

4. Which process is primarily supported by the analysis of Patterns of Business Activity (PBA)?

A) Availability Management
B) Service Level Management
C) Demand Management
D) Financial Management

5. Which of the following are objectives of Service Design?
-Design Services to satisfy business objectives.
-Identify and manage risk.
-Design effective and efficient processes
-Design a secure and resilient IT infrastructure.

A) 1 Only
B) 1, 2 and 4 only.
C) All of the above
D) 2 and 3 only.

Solutions: