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Peoplecert ITIL Foundation (Version 5) Sample Questions:

1. What BEST describes a Service Level Agreement (SLA)?

A) A guideline document for internal IT teams without customer involvement
B) A documented agreement between a service provider and a customer that identifies services and their agreed levels
C) A legal contract between two vendors regulating financial penalties
D) An informal discussion between users and service providers about expectations

2. A design team is creating a new workflow and tries to account for every possible exception. What is the consequence of designing the workflow in this way?

A) Creating unnecessary complexity
B) Ensuring employees always follow processes without question
C) Delivering outcomes more quickly and consistently
D) Achieving stronger overall risk control

3. Which of the following is TRUE regarding services and desired outcomes?

A) Services guarantee that all intended outcomes will be achieved
B) Services may have unintended and surprising outcomes, both positive and negative
C) Services always result in positive effects without exceptions
D) Services completely eliminate risks associated with achieving outcomes

4. What enables the digital product and service management activities of an organization?

A) Vision and operating model
B) Value stream steps
C) Management practices
D) Value chain

5. Why does the ITIL Continual Improvement Model begin by defining the vision?

A) To confirm whether previous improvement initiatives were successful
B) To document current performance metrics before changes are made
C) To ensure improvement efforts are aligned with the organization's objectives
D) To identify improvement actions and assign responsibilities

Solutions: