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Peoplecert ITIL Foundation (Version 5) Sample Questions:

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

A) Assessing and prioritizing improvement opportunities
B) Performing service reviews with customers
C) Providing good-quality updates when expected
D) Automating service requests to the greatest degree possible

2. Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

A) Continual improvement
B) Service level management
C) Information security management
D) Monitoring and event management

3. What influences whether a service is perceived as valuable by a consumer?

A) The extent to which the positive effects of the service outweigh the negative ones
B) The number of providers delivering the service to the consumer
C) The service provider's ability to minimize their operational costs
D) The amount of money the service provider invests in resources

4. What does a service journey describe?

A) End-to-end interactions between a service provider and a service consumer
B) The internal workflows and processes of a service provider
C) The sequence of value chain activities
D) The end-to-end lifecycle of a product

5. Performing routine tasks such as backups, monitoring, and capturing and processing events is part of which of the following activities?

A) Operate
B) Support
C) Transition
D) Deliver

Solutions: