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Peoplecert ITIL V3 Foundation Sample Questions:

1. Why are public frameworks and standards (such as ITIL) attractive when compared to proprietary knowledge?

A) Proprietary knowledge has been tested in a wide range of environments
B) Public frameworks are prescriptive and tell you exactly what to do
C) Public standards are always cheaper to adopt
D) Proprietary Knowledge is difficult to adopt, replicate or transfer since it is often undocumented

2. Which of the following is NOT the responsibility of the Service Catalogue Manager?

A) Ensuring that all operational services are recorded in the Service Catalogue
B) Ensuring that information in the Service Catalogue is accurate
C) Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio
D) Ensuring that information within the Service Pipeline is accurate

3. What is the entry point or the first level of the V model?

A) Service Release
B) Customer / Business Needs
C) Service Solution
D) Service Requirements

4. Which of the following is NOT a characteristic of a process?

A) A method of structuring an organization
B) It is measurable
C) Responds to specific events
D) Delivers specific results

5. The difference between a Service Level Agreement (SLA) and an Operional Level Agreement (OLA) is that:

A) An SLA is with an external customer, an OLA is with an internal customer
B) An SLA defines Service Level Requirements, an OLA defines Service Level Targets
C) An SLA is legally binding, an OLA is a best efforts agreement
D) An SLA defines the service to be provided, an OLA defines internal support needed to deliver the service

Solutions: