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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which process is responsible for providing the rights to use an IT service?

A) Access management
B) Request fulfilment
C) Change management
D) Incident management

2. 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

3. How does Problem Management work with Change Management?

A) By installing changes to fix problems
B) By negotiating with Incident Management for changes in IT for Problem resolution
C) By working with users to change their IT configurations
D) By issuing RFCs for permanent solutions

4. Which of the following is NOT an objective of Continual Service Improvement?

A) Identify activities to improve the efficiency of service management processes
B) Conduct activities to deliver and manage services at agreed levels to business users
C) Review and analyze Service Level Achievement results
D) Improve the cost effectiveness of IT services without sacrificing customer satisfaction

5. Which of the following are objectives of Supplier Management?
1.Negotiating and agreeing Contracts
2.Updating the Supplier and Contract database
3.Planning for possible closure, renewal or extension of contracts
4.Managing relationships with internal suppliers

A) 2, 3 and 4 only
B) 1, 3 and 4 only
C) 1, 2 and 3 only
D) None of the above

Solutions: