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Peoplecert ITIL V3 Foundation Sample Questions:

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

2. Which of the following are the two primary elements that create value for customers?

A) Service requirements and warranty
B) Value on investment (VOI) and return on investment (ROI)
C) Resources and capabilities
D) Customer and user satisfaction

3. Which of the following is NOT defined as part of every process?

A) Metrics
B) Roles
C) Functions
D) Inputs and outputs

4. Which of the following is the BEST definition of an event?

A) An unplanned interruption to an IT service or a reduction in the quality of an IT service
B) Any detectable or discernible occurrence that has significance for the management of the IT infrastructure
C) The unknown cause of one or more incidents that have an impact on an IT service
D) Reducing or eliminating the cause of an incident or problem

5. Which of the following are types of communication you could expect the functions within Service Operation to perform?
1) Communication between Data Centre shifts
2) Communication related to changes
3) Performance reporting
4) Routine operational communication

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

Solutions: