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Peoplecert ITIL Foundation (Version 5) Sample Questions:

1. Which is an activity of the 'problem management' practice?

A) Authorization of changes to resolve the cause of problems
B) Prioritization of problems based on the risk that they pose
C) Restoration of normal service operation as quickly as possible
D) Resolution of incidents in a time that meets customer expectations

2. Where are the details of the required performance outcomes of a service defined?

A) Service level agreements
B) Service offerings
C) Service requests
D) Service components

3. Which of the following statements about the four dimensions of product and service management is CORRECT?

A) Each dimension on its own is sufficient to achieve the desired outcomes
B) All four dimensions apply only to product design and not to management practices
C) All four dimensions focus mainly on the activities of the service value chain
D) All four dimensions are critical to effective and efficient facilitation of value

4. An organization wants to evaluate how well the 'transition' value chain activity is performing.
Which metric would best support this evaluation?

A) Number of ideas generated for new services
B) Success rate of releases deployed into the live environment
C) Percentage of value streams mapped
D) Average cost per service request

5. What is the MAIN purpose of using feedback throughout improvement iterations?

A) To avoid changes in project priorities during implementation
B) To prevent the need for further adjustments once work has started
C) To confirm that all stakeholder opinions are in agreement
D) To ensure that improvement actions remain relevant and effective in changing circumstances

Solutions: