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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of the following BEST describes the goal of Access Management?

A) To provide a channel for users to request and receive standard services
B) Provides the rights for users to be able of services
C) To detect security events and make sense of them
D) To prevent Problems and resulting Incidents from happening

2. A change process model should include:
1 - The steps that should be taken to handle the change with any dependences or co-processing defined, including handling issues and unexpected events
2 - Responsibilities; who should do what, including escalation
3 - Timescales and thresholds for completion of the actions
4 - Complaints procedures

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

3. Which of the following is NOT an aim of the change management process?

A) To ensure that all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
B) To ensure the impact of changes is better understood
C) To ensure standardized methods and procedures are used for efficient and prompt handling of changes
D) To deliver and manage IT services at agreed levels to business users

4. Which role is accountable for a specific service within an organization?

A) The Service Continuity Manager
B) The Service Owner
C) The Service Level Manager
D) The Business Relationship Manager

5. 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) 1, 2 and 3 only
B) 2, 3 and 4 only
C) 1, 2 and 4 only
D) 1, 3 and 4 only

Solutions: