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Peoplecert ITIL Foundation (Version 5) Sample Questions:

1. Why do many digital service providers aim to reduce or eliminate service actions?

A) To streamline operations and increase consistency by relying more on automation
B) To comply with financial and regulatory policies
C) To ensure every service interaction is handled manually for better control
D) To strengthen direct personal engagement between users and support staff

2. What is the MAIN purpose of the 'discover' activity?

A) To develop and test digital productsTo develop and test digital products
B) To maintain and monitor digital products
C) To secure and allocate resources efficiently
D) To align product capabilities with consumer needs and strategy

3. What is an incident in IT services?

A) A cause of one or more interruptions
B) An unplanned interruption to a service or reduction in service quality
C) Any change of state significant for management
D) A flaw or vulnerability in a service

4. Which is an activity of the 'problem management' practice?

A) Restoration of normal service operation as quickly as possible
B) Prioritization of problems based on the risk that they pose
C) Resolution of incidents in a time that meets customer expectations
D) Authorization of changes to resolve the cause of problems

5. Which of the following is NOT a success metric of 'discover' activity?

A) Service performance against the agreed SLA targets
B) Strategic fit of the organization's products and service offerings
C) Market relevance of the products and service offerings
D) Stakeholder satisfaction with products and service offerings

Solutions: