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Peoplecert ITIL Foundation (Version 5) Sample Questions:

1. Which of the following is TRUE regarding services and desired outcomes?

A) Services guarantee that all intended outcomes will be achieved
B) Services completely eliminate risks associated with achieving outcomes
C) Services always result in positive effects without exceptions
D) Services may have unintended and surprising outcomes, both positive and negative

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

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

3. How do value chain activities support an organization's purpose?

A) By documenting all the regulatory requirements
B) By prescribing specific tools and technologies for service management
C) By defining the organization's governance and compliance framework
D) By translating the organization's purpose into activities that create value

4. A team is gathering customer feedback and measuring current service response times to understand its existing performance. Which step of the continual improvement model does this activity represent?

A) What is the vision?
B) Where are we now?
C) Where do we want to be?
D) Take action

5. What influences whether a service is perceived as valuable by a consumer?

A) The extent to which the positive effects of the service outweigh the negative ones
B) The number of providers delivering the service to the consumer
C) The service provider's ability to minimize their operational costs
D) The amount of money the service provider invests in resources

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