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Peoplecert ITIL V3 Foundation Sample Questions:

1. The BEST description of the purpose of Service Operation is?

A) To deliver and support IT Services at agreed levels to business users and customers
B) To proactively prevent all outages to IT Services
C) To design and build processes that will meet business needs
D) To decide how IT will engage with suppliers during the Service Management Lifecycle

2. Which of the following is the BEST description of a Centralized Service Desk?

A) There is a single desk in one location serving the whole organization
B) The desk uses technology and other support tools to give the impression that multiple desk locations are in one place
C) The desk provides 24 hour global support
D) The desk is co-located within or physically close to the user community it serves

3. What is reliability a measure of?

A) How long a service or component can perform its function without failing
B) The availability of a service or component
C) How quickly a service or component can be restored to normal working order
D) The level of risk that affects a service or process

4. Which of the following is NOT an objective of Problem Management?

A) Eliminating recurring Incidents
B) Restoring normal service operation as quickly as possible and Minimizing adverse impact on the business
C) Preventing Problems and resulting Incidents from happening
D) Minimizing the impact of Incidents that cannot be prevented

5. Which of the following statements is CORRECT?

A) The Service Knowledge Management System (SKMS) is part of the CMS
B) The CMS is part of the Configuration Management Data Base (CMDB)
C) The KEDB and the CMS form part of the larger SKMS
D) The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)

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