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Peoplecert ITILFNDv5 Exam Syllabus Topics:

Peoplecert ITIL Foundation (Version 5) Sample Questions:

Question 1

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

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

Question 2

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

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

Question 3

A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:

A. Understand that fast does not mean incomplete
B. Adopt a practice which is easy to follow
C. Communicate so that the audience will hear
D. Re-use nothing from the current state

Question 4

How should the ITIL Guiding Principle 'optimize and automate' be applied?

A. By automating processes before optimizing them
B. By optimizing processes before automating them
C. By automating all activities immediately
D. By replacing people with technology across all functions

Question 5

Which of the following is typically used to establish a shared understanding of expected and achieved service quality?

A. Product specification
B. Service level agreement
C. Service level requirements
D. Product and service roadmaps

Solutions: