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Peoplecert ITIL V3 Foundation Sample Questions:

1. How does Problem Management work with Change Management?

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

2. Which role would you MOST expect to be involved in the management of Underpinning Contracts?

A) Supplier Manager
B) Service Catalogue Manager
C) Process Manager
D) IT Designer/Architect

3. Which of the following would a Major Problem Review examine?
1.Things that were done correctly
2.Those things that were done incorrectly
3.How to prevent recurrence
4.What could be done better in the future

A) 1, 2 and 4 only
B) 2 and 3 only
C) 1 only
D) All of the above

4. The BEST description of the purpose of Service Operation is?

A) To decide how IT will engage with suppliers during the Service Management Lifecycle
B) To deliver and support IT Services at agreed levels to business users and customers
C) To proactively prevent all outages to IT Services
D) To design and build processes that will meet business needs

5. Which of the following CANNOT be stored and managed by a tool?

A) Knowledge
B) Wisdom
C) Information
D) Data

Solutions: