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Peoplecert ITIL V3 Foundation Sample Questions:

1. "Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services". These specialized organizational capabilities include which of the following?

A) Applications and Infrastructure
B) People, products and technology
C) Functions and Processes
D) Markets and Customers

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

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

3. The 'multi-level SLA' is a three-layer structure. Which of the following layers is NOT part of this type of SLA?

A) service level
B) corporate level
C) configuration level
D) customer level

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

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

5. A Know Error has been raised after diagnosis of a Problem was complete but before a workaround has been found. Is this a valid approach?

A) Yes
B) No, a Known Error can only be raised after the permanent resolution has been implemented
C) No, the workaround must be found before a Known Error is created
D) No, a Known Error must be raised at the same time as a problem

Solutions: