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Peoplecert ITIL V3 Foundation Sample Questions:

1. What type of improvement should be achieved by using the Deming Cycle?

A) Return on investment within 12 months
B) Rapid, one-off improvement
C) Quick wins
D) Steady, ongoing improvement

2. Which of the following is NOT an aim of the change management process?

A) To deliver and manage IT services at agreed levels to business users
B) To ensure that all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
C) To ensure the impact of changes is better understood
D) To ensure standardized methods and procedures are used for efficient and prompt handling of changes

3. The difference between service metrics and technology metrics is BEST described as?

A) Service metrics measure each of the service management processes; Technology metrics measure the infrastructure
B) Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness
C) Service metrics measure the end to end service; Technology metrics measure individual components
D) Service metrics include critical success factors and Key Performance Indicators; Technology metrics include availability and capacity

4. Which of the following are benefits to the business of implementing Service Transition?
1.Ability to adapt quickly to new requirements
2.Reduced cost to design new services
3.Improved success in implementing changes

A) 1 and 3 only
B) 1 and 2 only
C) None of the above
D) 2 and 3 only

5. In many organizations the role of Incident Manager is assigned to the Service Desk.
It is important that the Incident Manager is given the authority to:

A) Only manage Incidents effectively through 1st and 2nd line
B) Only manage Incidents effectively through the 1st line
C) Only manage Incidents effectively at the 3rd line
D) Manage Incidents effectively through 1st, 2nd and 3rd line

Solutions: