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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of the following is NOT a valid objective of Problem Management?

A) To restore service to a user
B) To manage Problems throughout their lifecycle
C) To eliminate recurring Incidents
D) To prevent Problems and their resultant Incidents

2. The BEST description of the guidance provided by Service Design is?

A) The design and development of services and service management processes
B) The design and development of service improvements
C) The design and development of new services
D) The day-to-day operation and support of services

3. Which of the following is NOT an objective of the Operations Management function?

A) Maintenance of status quo to achieve stability of day to day processes and activities
B) First line Incident investigation and diagnosis logged by users
C) Swift application of skills to diagnose any IT Operations failures that occur
D) Regular scrutiny and improvements to achieve improved service at reduced costs

4. A Service Level Agreement is?

A) An agreement between a Service Provider and an external supplier
B) The part of a contract that specifies responsibilities of each party
C) An agreement between the Service Provider and their customer
D) An agreement between the Service Provider and an internal organization

5. Which of the following Availability Management activities are considered to be proactive as opposed to reactive?
1) Risk assessment
2) Testing of resilience mechanisms
3) Monitoring of component availability

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

Solutions: