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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of the following are the MAIN objectives of incident management?
1.To automatically detect service affecting events
2.To restore normal service operation as quickly as possible
3.To minimize adverse impacts on business operations

A) 2 and 3 only
B) All of the above
C) 1 and 3 only
D) 1 and 2 only

2. Which of the following provides the PRIMARY source of guidance on what needs to be protected by information security management?

A) the change manager
B) Service desk manager
C) Business management
D) IT management

3. Which of the following is NOT a benefit of using public frameworks and standards?

A) They are always free ensuring they can be implemented quickly
B) Knowledge of public frameworks is more likely to be widely distributed
C) They are validated across a wide range of environments making them more robust
D) They make collaboration between organizations easier by giving a common language

4. Which of the following questions does the guidance in service strategy help to answer?
1.What services should we offer and to whom?
2.How do we differentiate ourselves from competing alternatives?
3.How do we create value for our customers?

A) 1 only
B) 2 only
C) 3onfy
D) All of the above

5. A consultant has made two recommendations to you in a report:
1.To include legal terminology in your Service Level Agreements (SLAs)
2.It is not necessary to be able to measure all the targets in an SLA
Which of the recommendations conform to Service Level Management good practice?

A) 1 only
B) Neither of the above
C) 2 only
D) Both of the above

Solutions: