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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of the following is NOT an objective of Problem Management?

A) Restoring normal service operation as quickly as possible and Minimizing adverse impact on the business
B) Eliminating recurring Incidents
C) Minimizing the impact of Incidents that cannot be prevented
D) Preventing Problems and resulting Incidents from happening

2. How does Problem Management work with Change Management?

A) By negotiating with Incident Management for changes in IT for Problem resolution
B) By working with users to change their IT configurations
C) By installing changes to fix problems
D) By issuing RFCs for permanent solutions

3. What are the publications that provide guidance specific to industry sectors and organization types known as?

A) The Service Strategy and Service Transition books
B) Pocket Guides
C) The Service Support and Service Delivery books
D) The ITIL Complementary Guidance

4. A Know Error has been raised after diagnosis of a Problem was complete but before a workaround has been found. Is this a valid approach?

A) Yes
B) No, a Known Error must be raised at the same time as a problem
C) No, a Known Error can only be raised after the permanent resolution has been implemented
D) No, the workaround must be found before a Known Error is created

5. Which of these statements about Service Desk staff is CORRECT?

A) The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries
B) The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles
C) Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained
D) Service Desk staff should be recruited from people who have high levels of technical skill tominimize the cost of training them

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