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Peoplecert ITIL V3 Foundation Sample Questions:

1. The BEST processes to automate are those that are:

A) Carried out by Service Operations
B) Simple and well understood
C) Carried out by lots of people
D) Critical to the success of the business mission

2. Which of the following is the correct set of steps for the continual service improvement model/approach?

A) Where do we want to be?; How do we get there?; How do we check we have arrived?; How do we keep the momentum going?
B) What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?
C) Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
D) Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution

3. Which of the following is NOT an aim of the change management process?

A) To ensure that all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
B) To ensure the impact of changes is better understood
C) To deliver and manage IT services at agreed levels to business users
D) To ensure standardized methods and procedures are used for efficient and prompt handling of changes

4. Which of these statements about Service Desk staff is CORRECT?

A) The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries
B) The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles
C) Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained
D) Service Desk staff should be recruited from people who have high levels of technical skill tominimize the cost of training them

5. Access Management is closely related to which other processes?

A) Availability Management only
B) Information Security Management only
C) Information Security Management and 3rd line support
D) Information Security Management and Availability Management

Solutions: