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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which Function would provide staff to monitor events in an Operations Bridge?

A) IT Operations Management
B) Technical Management
C) Service Desk
D) Applications Management

2. Which of the following is the BEST description of a Centralized Service Desk?

A) The desk uses technology and other support tools to give the impression that multiple desk locations are in one place
B) The desk provides 24 hour global support
C) There is a single desk in one location serving the whole organization
D) The desk is co-located within or physically close to the user community it serves

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

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

4. Which of the following is the BEST definition of an Incident?

A) A warning that a threshold has been reached, something has changed, or a failure has occurred
B) A change of state which has significance for the management of a Configuration Item or IT Service
C) An unplanned interruption to an IT service or reduction in the quality of an IT service
D) Loss of ability to operate to specification, or to deliver the required output

5. Which statement BEST represents the guidance on incident logging?

A) All incidents must be fully logged
B) Incidents must only be logged if a resolution is not immediately available
C) The Service Desk decide which incidents to log
D) Only incidents reported to the Service Desk can be logged

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