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Peoplecert ITIL Foundation (Version 5) Sample Questions:

1. Why are Value streams and processes' important in product and service management?

A) They define organizational hierarchies and reporting lines
B) They show how activities are coordinated to create and deliver value
C) They describe supplier agreements and help manage contracts
D) They specify the tools used for service monitoring

2. An organization is planning to improve the existing service and wants to understand its current performance before making any changes. According to the principle 'Start where you are,' what could an organization consider when observing current performance of the service?

A) Identify who the consumer is and why they use the service
B) Involve people who have little or no prior knowledge of the service
C) Select the right message and method to communicate with stakeholders
D) Avoid applying risk management when reusing existing processes

3. Which term BEST describes a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives?

A) Organization
B) Service Journey
C) Partnership
D) Culture

4. Which statement BEST describes service quality?

A) The assurance that a service will meet agreed requirements and is fit for use
B) The functionality provided by a product or service to meet a particular need
C) The totality of characteristics of a service that determine its ability to satisfy stated needs
D) A documented agreement between a service provider and a customer

5. Which is a key requirement for successful service level agreements (SLAs)?

A) They should be written using language and terms which all parties will understand
B) They should be based on system-based metrics which are useful to the service provider
C) They should avoid ambiguous targets such as those relating to user experience
D) They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service

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