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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of the following are the main objectives of incident Management? Select all that apply

A) The restore normal service operation as quickly as possible
B) To automatically detect service affecting Events
C) To minimize adverse impacts on business operations

2. Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?

A) The Service Desk Manager
B) The Request Fulfillment Process Manager
C) The Service Manager
D) The Request Fulfillment Process Owner

3. Which of these statements about Service Desk staff is CORRECT?

A) Service Desk staff should be recruited from people who have high levels of technical skill tominimize the cost of training them
B) The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles
C) Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained
D) The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries

4. Which role or function is responsible for monitoring activities and events in the IT Infrastructure?

A) Incident Management
B) IT Operations Management
C) Service Level Management
D) Capacity Management

5. Which is the first step in the 7 Step Improvement Process?

A) Where are we now?
B) Prepare for action
C) Define what you should measure
D) Identify gaps in Service Level Agreement (SLA) achievement

Solutions: