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Peoplecert ITIL Foundation (Version 5) Sample Questions:

1. According to the 'Focus on value' ITIL Guiding Principle, all organizational activities should link back to what?

A) Market share dominance
B) Employee satisfaction
C) Benefits for organization, its customers, and stakeholders
D) Increased revenue only

2. What BEST describes a Service Level Agreement (SLA)?

A) A guideline document for internal IT teams without customer involvement
B) A legal contract between two vendors regulating financial penalties
C) A documented agreement between a service provider and a customer that identifies services and their agreed levels
D) An informal discussion between users and service providers about expectations

3. Which of the following is a necessity to a successful service level agreement (SLAs)?

A) Vague targets, such as those related to user experience, should be avoided
B) The language and terms used in the SLA should be commonly understood by all parties
C) Base the SLA on system-based metrics that are useful to the service provider
D) In order to promote consistent service, they should be carried forward, unchanged, from one year to the next

4. Which of the following is NOT an activity of digital product and service lifecycle?

A) Discover
B) Acquire
C) Agree
D) Build

5. What is a digital product?

A) A formal description of one or more services designed to address consumer needs
B) Actions performed by a service provider or jointly by a service provider and consumer
C) A combination of an organization's resources based on digital technology and designed to offer value to consumers
D) The access to the service provider's resources and their use according to the agreed terms and conditions

Solutions: