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Peoplecert ITIL V3 Foundation Sample Questions:

1. Contracts relating to an outsourced Data Centre would be managed by?

A) IT Operations Control
B) Technical Management
C) Facilities Management
D) Service Desk

2. Who owns the specific costs and risks associated with providing a service?

A) The Service Provider
B) The Finance department
C) The Customer
D) The Service Level Manager

3. Remediation planning is BEST described in which of the following ways?

A) Planning how to recover the cost of a change
B) Planning how to compensate a user for a failed change
C) Planning how to advise the change request of a failed change
D) Planning the steps required to be taken if a Change is unsuccessful

4. Customer perceptions and business outcomes help to define what?

A) Total cost of ownership
B) The value of a service
C) Customer satisfaction
D) Key performance indicators

5. Which one of the following statements about Incident reporting and logging is correct?

A) Incidents reported by technical staff must be logged as problems because technical staff manage infrastructure devices not services
B) Incident can only be reported by users, since they are only the only people who know when a service has been disrupted
C) All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity
D) Incidents can be reported by anyone who detects a disruptions or potential disruption to normal service. This includes technical staff

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