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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of the following is an objective of Release and Deployment Management?

A) To standardize methods and procedures used for efficient and prompt handling of all Changes
B) To define and agree release and deployment plans with customers and stakeholders
C) To ensure that overall business risk of Change is optimized
D) To ensure all changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management System (CMS)

2. How does Problem Management work with Change Management?

A) By installing changes to fix problems
B) By issuing RFCs for permanent solutions
C) By negotiating with Incident Management for changes in IT for Problem resolution
D) By working with users to change their IT configurations

3. Which of these statements about Service Desk staff is CORRECT?

A) The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles
B) Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained
C) The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries
D) Service Desk staff should be recruited from people who have high levels of technical skill tominimize the cost of training them

4. Undertaking a gap analysis is a key activity within which part of the Deming Cycle for improving services and service management processes?

A) Plan
B) Check
C) Act
D) Do

5. Which of the following is the BEST definition of an Incident?

A) A warning that a threshold has been reached, something has changed, or a failure has occurred
B) A change of state which has significance for the management of a Configuration Item or IT Service
C) An unplanned interruption to an IT service or reduction in the quality of an IT service
D) Loss of ability to operate to specification, or to deliver the required output

Solutions: