PDF Version DemoPeoplecert ITIL Foundation (Version 5) Sample Questions:
1. An organization is planning to improve the existing service and wants to understand its current performance before making any changes. According to the principle 'Start where you are,' what could an organization consider when observing current performance of the service?
A) Select the right message and method to communicate with stakeholders
B) Identify who the consumer is and why they use the service
C) Avoid applying risk management when reusing existing processes
D) Involve people who have little or no prior knowledge of the service
2. How does the 'information and technology' dimension support effective product and service management?
A) By managing relationships with external suppliers
B) By enabling the use of data, information, and technology required to deliver services
C) By defining organizational roles and responsibilities needed for product development
D) By defining workflows and activities required for product development
3. What is an incident in IT services?
A) A flaw or vulnerability in a service
B) An unplanned interruption to a service or reduction in service quality
C) A cause of one or more interruptions
D) Any change of state significant for management
4. Which is an activity of the 'incident management' practice?
A) Performing service reviews with customers
B) Assessing and prioritizing improvement opportunities
C) Providing good-quality updates when expected
D) Automating service requests to the greatest degree possible
5. Which of the following is a key success metric for 'Transition' activity?
A) Number and impact of deployment errors
B) Speed of normal service restoration
C) Service performance against the agreed SLA targets
D) Quality of the resources and services outsourced from suppliers
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: A |
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