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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of the following is NOT an aim of the change management process?

A) To ensure standardized methods and procedures are used for efficient and prompt handling of changes
B) To ensure the impact of changes is better understood
C) To deliver and manage IT services at agreed levels to business users
D) To ensure that all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)

2. The 'multi-level SLA' is a three-layer structure. Which of the following layers is NOT part of this type of SLA?

A) configuration level
B) customer level
C) service level
D) corporate level

3. What would be the next step in the Continual Service Improvement (CSI) Model after:
1.What is the vision?
2.Where are we now?
3.Where do we want to be?
4.How do we get there?
5.Did we get there?
6.?

A) What is the Value On Investment (VOI)?
B) How much did it cost?
C) How do we keep the momentum going?
D) What is the Return On Investment (ROI)?

4. Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analyzed from which other area of the lifecycle in order to answer the question "Did we get there?"?

A) Service Transition
B) Service Operation
C) Service Strategy
D) Service Design

5. Consider the following list:
1) Change Authority
2) Change Manager
3) Change Advisory Board (CAB) What are these BEST described as?

A) Functions
B) Job descriptions
C) Teams
D) Roles, people or groups

Solutions: