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Peoplecert ITIL V3 Foundation Sample Questions:

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

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

2. Which of the following are included within Release and Deployment Models?
-Roles and responsibilities -Template release and deployment -Supporting systems, tools and procedures. -Handover activities and responsibilities

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

3. Which of the following activities is performed by application management?

A) Agreeing the service levels for the service supported by the application
B) Defining where the vendor of an application should be located
C) Ensuring that the required functionality is available to achieve the required business outcome
D) Deciding who the vendor of the storage devices will be

4. Which of the following is a responsibility of Supplier Management?

A) Development, negotiation and agreement of Service Level Agreements.
B) Development, negotiation and agreement of Service Portfolio
C) Development, negotiation and agreement of contracts.
D) Development, negotiation and agreement of Organizational Level Agreements

5. In Service Operation, if too much emphasis is placed on 'Stability', what might the likely outcome be in terms of responsiveness to customer needs?

A) There is only likely to be a positive outcome from improved stability - the customers must be made fully aware of this and their expectations regarding responsiveness must be managed
B) Customers needs will be met more easily because of the improved stability of the services with fewer failures to disrupt timely delivery
C) From the information given, it is not possible to comment regarding the impact on responsiveness of over-emphasis on stability
D) It is possible that responsiveness may suffer and customers needs may not be met within business timescales

Solutions: