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Peoplecert ITIL V3 Foundation Sample Questions:

1. In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to:

A) Manage Incidents effectively through 1st, 2nd and 3rd line
B) Only manage Incidents effectively through the 1st line
C) Only manage Incidents effectively through 1st and 2nd line
D) Only manage Incidents effectively at the 3rd line

2. Which of the following is NOT a Service Desk type recognized in the Service Operation volume of ITIL?

A) Holistic
B) Virtual
C) Centralized
D) Local

3. Which process contains the Business, Service and Component sub-processes?

A) Incident Management
B) Financial Management
C) Service Level Management
D) Capacity Management

4. Which of the following activities are responsibilities of a Supplier Manager?
1) Negotiating and agreeing Contracts
2) Updating the Supplier and Contract database
3) Planning for possible closure, renewal or extension of contracts
4) Managing relationships with internal suppliers

A) 1, 3 and 4 only
B) 1, 2 and 3 only
C) 2, 3 and 4 only
D) None of the above

5. Which of the following is the BEST description of a Centralized Service Desk?

A) There is a single desk in one location serving the whole organization
B) The desk uses technology and other support tools to give the impression that multiple desk locations are in one place
C) The desk is co-located within or physically close to the user community it serves
D) The desk provides 24 hour global support

Solutions: