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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of the following would a Major Problem Review examine?
1.Things that were done correctly
2.Those things that were done incorrectly
3.How to prevent recurrence
4.What could be done better in the future

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

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

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

3. Which process is primarily supported by the analysis of Patterns of Business Activity (PBA)?

A) Demand Management
B) Availability Management
C) Financial Management
D) Service Level Management

4. Which of the following is NOT an objective of Continual Service Improvement?

A) Review and analyze Service Level Achievement results
B) Identify activities to improve the efficiency of service management processes
C) Conduct activities to deliver and manage services at agreed levels to business users
D) Improve the cost effectiveness of IT services without sacrificing customer satisfaction

5. A consultant has made two recommendations to you in a report:
1.To include legal terminology in your Service Level Agreements (SLAs)
2.It is not necessary to be able to measure all the targets in an SLA
Which of the recommendations conform to Service Level Management good practice?

A) Both of the above
B) 1 only
C) 2 only
D) Neither of the above

Solutions: