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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of the following are the two primary elements that create value for customers?

A) Service requirements and warranty
B) Customer and user satisfaction
C) Value on investment (VOI) and return on investment (ROI)
D) Resources and capabilities

2. Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?

A) The Process Owner
B) The Customer
C) The IT Director
D) The Service Owner

3. Why are public frameworks and standards (such as ITIL) attractive when compared to proprietary knowledge?

A) Proprietary Knowledge is difficult to adopt, replicate or transfer since it is often undocumented
B) Proprietary knowledge has been tested in a wide range of environments
C) Public standards are always cheaper to adopt
D) Public frameworks are prescriptive and tell you exactly what to do

4. One of the five major aspects of Service Design is the design of the service solutions. It includes?

A) Only capabilities needed and agreed
B) Only requirements needed and agreed
C) Only resources and capabilities needed
D) Requirements, resources and capabilities needed and agreed

5. What is the BEST description in of a major incident?

A) An incident with a high priority or which has high impact on the business
B) An incident which requires a large number of people to resolve
C) An incident logged by a senior manager
D) An incident which is so complex that it requires root cause analysis before a workaround can be found.

Solutions: