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Peoplecert ITIL V3 Foundation Sample Questions:

1. The MAIN objective of Service Level Management is:

A) To ensure that an agreed level of IT service is provided for all current IT services
B) To create and populate a Service Catalogue
C) To carry out the Service Operations activities needed to support current IT services
D) To ensure that sufficient capacity is provided to deliver the agreed performance of services

2. A plan for managing the end of a supplier contract should be created when?

A) The contract is about to be ended
B) The contract is being negotiated
C) The contract has been agreed
D) The Supplier Manager decides that there is a risk the contract might need to end soon

3. Match the following activities with the Deming Cycle stages
1.Monitor, Measure and Review
2.Continual Improvement
3.Implement Initiatives
4.Plan for Improvement

A) 3 Plan, 2 Do, 4 Check, 1 Act
B) 1 Plan, 2 Do, 3 Check, 4 Act
C) 4 Plan, 3 Do, 1 Check, 2 Act
D) 2 Plan, 3 Do, 4 Check, 1 Act

4. Which of the following is an objective of Release and Deployment Management?

A) To ensure that overall business risk of Change is optimized
B) To ensure all changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management System (CMS)
C) To standardize methods and procedures used for efficient and prompt handling of all Changes
D) To define and agree release and deployment plans with customers and stakeholders

5. Which Problem Management activity helps to ensure that the true nature of the problem can be easily traced and meaningful management information can be obtained?

A) Prioritization
B) Categorization
C) Closure
D) Logging

Solutions: