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Peoplecert ITIL V3 Foundation Sample Questions:

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

A) Ensuring that information in the Service Catalogue is accurate
B) Ensuring that all operational services are recorded in the Service Catalogue
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

2. Identify the input to the Problem Management process

A) New Known Errors
B) Problem Resolution
C) Incident Records
D) Request for Change

3. Which of the following is the BEST description of a service-based service level agreement (31 A)

A) An agreement with an individual customer group, covering all the services that they use
B) An agreement that covers one service for all customers of that service
C) An agreement that covers one service for a single customer
D) An agreement that covers service specific issues in a multi-level SLA structure

4. Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis?

A) The Service Level Manager
B) The Service Catalogue Manager
C) The IT Service Continuity Manager
D) The Supplier Manager

5. In which document would you expect to see an overview of actual service achievements against targets?

A) Operational Level Agreement (OLA)
B) SLA Monitoring Chart (SLAM)
C) Service Level Agreement (SLA)
D) Capacity Plan

Solutions: