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Peoplecert ITIL Foundation (Version 5) Sample Questions:

1. Which of the following dimension of product and service management addresses organizational and cross-organizational workflows?

A) Information and technology
B) Partners and suppliers
C) Value streams and processes
D) Organizations and people

2. How do 'utility' and 'warranty' together support value co-creation?

A) Utility focuses on cost control, while warranty focuses on risk avoidance
B) Utility ensures the service is fit for use, while warranty ensures it is fit for purpose
C) Utility ensures the service is fit for purpose, while warranty ensures it is fit for use
D) Utility and warranty apply only to products, not services

3. A printer is delivered to a customer, while ongoing maintenance and support are provided by the supplier. Which combination of service interactions is shown in this situation?

A) Access to resources and service actions
B) Service offering and service actions
C) Transfer of goods and service journey
D) Transfer of goods and service actions

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

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

5. Which guiding principle emphasizes understanding how all parts of an organization function together as an integrated system?

A) Think and work holistically
B) Keep it simple and practical
C) Progress iteratively with feedback
D) Focus on value

Solutions: