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Peoplecert ITIL V3 Foundation Sample Questions:

1. What do technology metrics measure?

A) Components
B) The end to end service
C) Customer satisfaction
D) Processes

2. When should tests for a new service be designed?

A) Before the service is designed
B) After the service has been designed, before the service is handed over to Service Transition
C) At the same time as the service is designed
D) As part of Service Transition

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

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

4. Which of the following is NOT an objective of Problem Management?

A) Restoring normal service operation as quickly as possible and Minimizing adverse impact on the business
B) Preventing Problems and resulting Incidents from happening
C) Minimizing the impact of Incidents that cannot be prevented
D) Eliminating recurring Incidents

5. One of the five major aspects of Service Design is the design of the service solutions. It includes?

A) Only capabilities needed and agreed
B) Requirements, resources and capabilities needed and agreed
C) Only requirements needed and agreed
D) Only resources and capabilities needed

Solutions: