PeopleCert ITIL-4-Foundation Exam Demo Questions

Question 1

Which guiding principle recommends collecting data before deciding what can be re-used?

AFocus on value

BKeep it simple and practical

CStart where you are

DProgress interactively with feedback

Correct : C

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AFocus on value

BKeep it simple and practical

CStart where you are

DProgress interactively with feedback

Question 2

What is the definition of warranty?

AA means of identifying events that could cause harm or loss

BA means of determining whether a service is fit for purpose

CA means of identifying a result for a stakeholder

DA means of determining whether a service is fit for use

Correct : D

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AA means of identifying events that could cause harm or loss

BA means of determining whether a service is fit for purpose

CA means of identifying a result for a stakeholder

DA means of determining whether a service is fit for use

Question 3

Which statement about IT service management is CORRECT?

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AIt is performed by customers using a mix of IT systems, services and processes

BIt is performed by IT service providers using a mix of suppliers and their products

CIt is performed by the service desk using a mix of people, process and technology

DIt is performed by IT service providers using a mix of people, process and technology

Correct : D

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AIt is performed by customers using a mix of IT systems, services and processes

BIt is performed by IT service providers using a mix of suppliers and their products

CIt is performed by the service desk using a mix of people, process and technology

DIt is performed by IT service providers using a mix of people, process and technology

Question 4

Why should service desk staff detect recurring issues?

ATo help identify problems

BTo escalate incidents to the correct support team

CTo ensure effective handling of service requests

DTo engage the correct change authority

Correct : A

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ATo help identify problems

BTo escalate incidents to the correct support team

CTo ensure effective handling of service requests

DTo engage the correct change authority

Question 5

What impact does automation have on a service desk?

ALess low level work and a greater ability to focus on user experience

BIncreased phone contact and a reduced ability to focus on user experience

CAbility to work from multiple locations, geographically dispersed

DAbility to work from a single centralised location

Correct : A

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ALess low level work and a greater ability to focus on user experience

BIncreased phone contact and a reduced ability to focus on user experience

CAbility to work from multiple locations, geographically dispersed

DAbility to work from a single centralised location

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