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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of these is a reason for categorizing incidents?

A) To ensure that the correct priority is assigned to the incident
B) To enable the incident management database to be partitioned for greater efficiency
C) To establish trends for use in Problem Management and other IT Service Management (ITSM) activities
D) To identify whether the user is entitled to log an incident for this particular service

2. The Service Catalogue Manager has responsibility for producing and maintaining the Service Catalogue. One of their responsibilities would be?

A) Only ensure that adequate technical resources are available.
B) Negotiating and agreeing Operational Level Agreements
C) Ensuring that the information within the Service Catalogue is adequately protected and backed-up.
D) Negotiating and agreeing Service Level Agreement

3. Which stage of the Continuous Service Improvement (CSI) model stages is BEST described as 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision?

A) Where do we want to be?
B) How do we get there?
C) Where are we now?
D) Did we get there?

4. Which of the following is the BEST description of a relationship in Service Asset and Configuration Management?

A) Describes how the Configuration Items (CIs) work together to deliver the services
B) Defines how version numbers should be used in a release
C) Defines which software should be installed on a particular piece of hardware
D) Describes the topography of the hardware

5. Which of the following is the BEST description of a Service-based Service Level Agreement (SLA)?

A) An agreement that covers one service for all users of that service
B) An agreement that covers one service for a single customer
C) An agreement with an individual customer group, covering all the services that they use
D) An agreement that covers service specific issues in a multi-level SLA structure

Solutions: