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Peoplecert ITILFNDv5 Exam Syllabus Topics:

Peoplecert ITIL Foundation (Version 5) Sample Questions:

1. According to the 'Focus on value' ITIL Guiding Principle, all organizational activities should link back to what?

A) Employee satisfaction
B) Increased revenue only
C) Market share dominance
D) Benefits for organization, its customers, and stakeholders

2. What is an incident in IT services?

A) An unplanned interruption to a service or reduction in service quality
B) Any change of state significant for management
C) A cause of one or more interruptions
D) A flaw or vulnerability in a service

3. What BEST describes a Service Level Agreement (SLA)?

A) An informal discussion between users and service providers about expectations
B) A legal contract between two vendors regulating financial penalties
C) A guideline document for internal IT teams without customer involvement
D) A documented agreement between a service provider and a customer that identifies services and their agreed levels

4. Which service value chain activity relates with buying new products?

A) Improve
B) Obtain/build
C) Engage
D) Plan

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

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

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