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Peoplecert ITIL V3 Foundation Sample Questions:

1. Customer perceptions and business outcomes help to define what?

A) Total cost of ownership (TCO)
B) Key performance indicators (KPIs)
C) The value of a service
D) Governance

2. Which of the following sentences BEST describes a Standard Change?

A) A change that is made as the result of an audit
B) A pre-authorized change that has an accepted and established procedure
C) A change to the service provider's established policies and guidelines
D) A change that correctly follows the required change process

3. "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) Functions and Processes
C) Markets and Customers
D) People, products and technology

4. Which of the following is NOT a Service Desk type recognized in the Service Operation volume of ITIL?

A) Holistic
B) Local
C) Centralized
D) Virtual

5. Which model delivers a view of the services, assets and infrastructure?

A) Incident Model
B) Problem Model
C) Configuration Model
D) Change Model

Solutions: