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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of the following CANNOT be stored and managed by a tool?

A) Data
B) Information
C) Knowledge
D) Wisdom

2. Which of the following are the MAIN objectives of incident management?
1.To automatically detect service affecting events
2.To restore normal service operation as quickly as possible
3.To minimize adverse impacts on business operations

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

3. Contracts are used to define:

A) Metrics and Critical Success Factors (CSFs) in an external agreement
B) Service Levels that have been agreed between the Service Provider and their Customer
C) The provision of goods and services by Suppliers
D) The provision of IT services or business services by a Service Provider

4. When can a known error record be raised?
1.At any time when it would be useful to do so
2.After a workaround has been found

A) 1 only
B) Neither of the above
C) 2 only
D) Both of the above

5. What is the definition of an Alert?

A) A warning that a threshold has been reached or that something has changed
B) An error message to the user of an application
C) A type of Incident
D) An audit report that indicates areas where IT is not performing according to agreed procedures

Solutions: