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Peoplecert ITIL V3 Foundation Sample Questions:

1. Customer perceptions and business outcomes help to define what?

A) Total cost of ownership
B) The value of a service
C) Key performance indicators
D) Customer satisfaction

2. In terms of adding value to the business, which of the following describes Service Operation's contribution?

A) Service value is modelled
B) Measures for optimization are identified
C) Service value is actually seen by customers
D) The cost of the service is designed, predicted and validated

3. Which of the following is NOT a benefit of using public frameworks and standards?

A) Knowledge of public frameworks is more likely to be widely distributed
B) They are always free ensuring they can be implemented quickly
C) They are validated across a wide range of environments making them more robust
D) They make collaboration between organizations easier by giving a common language

4. Which of the following should NOT be a concern of Risk Management?

A) To ensure only the change requests with mitigated risks are approved for implementation
B) To ensure that the organization assets, such as information, facilities and building are protected from threats, damage or loss
C) To ensure that the workplace is a safe environment for its employees and customers
D) To ensure that the organization can continue to operate in the event of a major disruption or disaster

5. How is the Service Catalogue used to add value to the service provider organization?

A) Showing the business impact of a change
B) To predict the root cause of issues in the IT infrastructure
C) Displaying the relationships between configuration items
D) Providing a central source of information on the IT services delivered

Solutions: