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Peoplecert ITIL V3 Foundation Sample Questions:

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

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

2. What are the publications that provide guidance specific to industry sectors and organization types known as?

A) Pocket Guides
B) The Service Strategy and Service Transition books
C) The ITIL Complementary Guidance
D) The Service Support and Service Delivery books

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) Regular scrutiny and improvements to achieve improved service at reduced costs
C) Swift application of skills to diagnose any IT Operations failures that occur
D) First line Incident investigation and diagnosis logged by users

4. What are Request Models used for?

A) Identifying frequently received user requests and defining how they should be handled
B) Modelling arrival rates and performance characteristics of service requests
C) Capacity Management
D) Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote

5. Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis?

A) The Service Catalogue Manager
B) The Service Level Manager
C) The Supplier Manager
D) The IT Service Continuity Manager

Solutions: