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Peoplecert ITIL Foundation (Version 5) Sample Questions:

1. Which of the following terms BEST describes a change?

A) An unplanned interruption to a service or reduction in the quality of a service
B) An underlying cause of one or more incidents
C) The addition, modification or removal of anything that could have an effect on product and service
D) Any component that needs to be managed in order to deliver an IT service

2. According to the 'Focus on value' ITIL Guiding Principle, all organizational activities should link back to what?

A) Market share dominance
B) Benefits for organization, its customers, and stakeholders
C) Employee satisfaction
D) Increased revenue only

3. Which of the following is a key success metric for 'Transition' activity?

A) Number and impact of deployment errors
B) Quality of the resources and services outsourced from suppliers
C) Speed of normal service restoration
D) Service performance against the agreed SLA targets

4. Which of the following BEST describes an outcome in a service relationship?

A) A software product provided to the consumer by the service provider
B) A result achieved by a stakeholder through the use of at least one output
C) A tangible or intangible deliverable created during a service activity
D) A specific task completed by the service provider as part of service delivery

5. Which of the following is a necessity to a successful service level agreement (SLAs)?

A) The language and terms used in the SLA should be commonly understood by all parties
B) Vague targets, such as those related to user experience, should be avoided
C) Base the SLA on system-based metrics that are useful to the service provider
D) In order to promote consistent service, they should be carried forward, unchanged, from one year to the next

Solutions: