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Peoplecert ITIL V3 Foundation Sample Questions:

1. The Supplier Management process includes:
1: Service Design activities, to ensure that contracts will be able to support the service requirements
2: Service Operation activities, to monitor and report supplier achievements
3:
Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of the business

A) All of the above
B) 1 only
C) 1 and 2 only
D) 1 and 3 only

2. The term 'Service Management' is best used to describe?

A) A set of specialized organizational capabilities for providing value to customers in the form of services
B) The management of functions within an organization to perform certain activities
C) Units of organizations with roles to perform certain activities
D) A set of specialized organizational capabilities for providing functions to customers in the form of services

3. Customer perceptions and business outcomes help to define what?

A) Key performance indicators
B) The value of a service
C) Customer satisfaction
D) Total cost of ownership

4. Which of the following is a responsibility of Supplier Management?

A) Development, negotiation and agreement of Organizational Level Agreements
B) Development, negotiation and agreement of Service Level Agreements.
C) Development, negotiation and agreement of Service Portfolio
D) Development, negotiation and agreement of contracts.

5. Which of the following should be available to the Service Desk?
1.Known Error Data
2.Change Schedules
3.Service Knowledge Management System
4.The output from monitoring tools

A) All of the above
B) 1,2 and 3 only
C) 2,3 and 4 only
D) 1,2 and4 only

Solutions: