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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which is the first step in the 7 Step Improvement Process?

A) Prepare for action
B) Where are we now?
C) Define what you should measure
D) Identify gaps in Service Level Agreement (SLA) achievement

2. Which of the following questions does Service Strategy help answer with its guidance?
1.How do we prioritize investments across a portfolio?
2.What services to offer and to whom?
3.What are the Patterns of Business Activity (PBA)?

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

3. With which process is Problem Management likely to share categorization and impact coding systems?

A) Capacity Management
B) IT Service Continuity
C) Incident Management
D) Service Asset and Configuration Management

4. Which of the following is NOT a characteristic of a process?

A) It delivers specific results
B) It structures an organization
C) It is measurable
D) It responds to specific events

5. To add value to the business, what are the four reasons to monitor and measure?

A) Validate; Direct; Justify; Improve
B) Validate; Direct; Justify; Intervene
C) Evaluate; Direct; Justify; Improve
D) Evaluate; Diagnose; Justify; Intervene

Solutions: