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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 design and build processes that will meet business needs
C) To proactively prevent all outages to IT Services
D) To decide how IT will engage with suppliers during the Service Management Lifecycle

2. Which of the following BEST describes a 'Major Incident'?

A) An Incident that is so complex that it requires root cause analysis before any workaround can be found
B) An Incident which requires a large number of people to resolve
C) An Incident which has a high impact on the business
D) An Incident that is so complex that the Service Desk takes longer than five times the normal time to log it

3. Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity?

A) The Information Management System
B) The Asset Register
C) The Known Error Database
D) The Service Knowledge Management System

4. Which of the following statements is CORRECT?

A) Process owners and service owners are not required within the same organization
B) Service owners are as important to service management as process owners
C) Service owners are more important to service management than process owners
D) Process owners are more important to service management than service owners

5. Which of the following is NOT an aim of the Change Management process?

A) All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management system
B) Standardized methods and procedures are used for efficient and prompt handling of all Changes
C) All budgets and expenditures are accounted for
D) Overall business risk is optimized

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