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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of the following are Service Desk organizational structures?
1.Local Service Desk
2.Virtual Service Desk
3.IT Help Desk
4.Follow the Sun

A) 2, 3 and 4 only
B) 1, 2 and 3 only
C) 1, 2 and 4 only
D) 1, 3 and 4 only

2. Which process is responsible for controlling, recording and reporting on versions, attributes and relationships relating to components of the IT infrastructure?

A) Service Asset and Configuration Management
B) Change Management
C) Incident Management
D) Service Level Management

3. Which phase of the ITIL lifecycle provides the following benefit: The Total Cost of Ownership (TCO) of a service can be minimized if all aspects of the service, the processes and the technology are considered during development?

A) Service Design
B) Service Operation
C) Service Strategy
D) Continual Service Improvement

4. Which of the following is NOT an objective of Problem Management?

A) Preventing Problems and resulting Incidents from happening
B) Eliminating recurring Incidents
C) Restoring normal service operation as quickly as possible and Minimizing adverse impact on the business
D) Minimizing the impact of Incidents that cannot be prevented

5. Which of the following BEST describes Technical Management?

A) A Function responsible for Facilities Management and building control systems
B) A Function that provides hardware repair services for technology involved in the delivery of service to customers
C) A Function that includes the groups, departments or teams that provide technical expertise and overal management of the IT Infrastructure
D) Senior managers responsible for all staff within the technical support Function

Solutions: