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Peoplecert ITIL V3 Foundation Sample Questions:

1. In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to:

A) Manage Incidents effectively through 1st, 2nd and 3rd line
B) Only manage Incidents effectively through the 1st line
C) Only manage Incidents effectively at the 3rd line
D) Only manage Incidents effectively through 1st and 2nd line

2. Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

A) Perform
B) Measure
C) Implement
D) Do

3. As a strategic tool for assessing the value of IT services, Financial Management applies to which of the following service provider types?
1) An internal service provider embedded within a business unit
2) An internal service provider that provides shared IT services
3) An external service provider

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

4. Contracts relating to an outsourced Data Centre would be managed by?

A) IT Operations Control
B) Facilities Management
C) Technical Management
D) Service Desk

5. Which of the following is NOT a valid objective of Problem Management?

A) To restore service to a user
B) To manage Problems throughout their lifecycle
C) To eliminate recurring Incidents
D) To prevent Problems and their resultant Incidents

Solutions: