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Peoplecert ITIL V3 Foundation Sample Questions:

1. What is the Service Pipeline?

A) All services that are at a conceptual or development stage
B) All services that are contained within the Service Level Agreement (SLA)
C) All complex multi-user services
D) All services except those that have been retired

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

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

3. You are reviewing a presentation that will relay the value of adopting Service Design disciplines. Which statement would NOT be part of the value proposition?

A) Improved Service alignment with business goals
B) Improved quality of service
C) Better balance of technical skills to support live services
D) Reduced Total Cost of Ownership

4. Hierarchic escalation is best described as?

A) Notifying more senior levels of management about an Incident
B) Failing to meet the Incident resolution times specified in a Service Level Agreement
C) Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
D) Passing an Incident to people with a greater level of technical skill

5. Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?

A) Service Design
B) Service Transition
C) Service Strategy
D) Service Operation

Solutions: