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Peoplecert ITIL Foundation (Version 5) Sample Questions:

1. Why do many digital service providers aim to reduce or eliminate service actions?

A) To strengthen direct personal engagement between users and support staff
B) To ensure every service interaction is handled manually for better control
C) To streamline operations and increase consistency by relying more on automation
D) To comply with financial and regulatory policies

2. A team is gathering customer feedback and measuring current service response times to understand its existing performance. Which step of the continual improvement model does this activity represent?

A) Take action
B) What is the vision?
C) Where do we want to be?
D) Where are we now?

3. Which of the following terms BEST describes a change?

A) Any component that needs to be managed in order to deliver an IT service
B) An underlying cause of one or more incidents
C) An unplanned interruption to a service or reduction in the quality of a service
D) The addition, modification or removal of anything that could have an effect on product and service

4. Which is the main form of service interaction between service consumers and digital services?

A) Transfer of goods
B) Service actions
C) Delivery of goods
D) Access to resources

5. According to the ITIL Guiding Principle 'Start where you are', what is the MAIN risk of starting over without considering what is already available when improving a service?

A) Overcomplicating solutions by ignoring practical, simple approaches
B) Failing to gather feedback needed to guide gradual improvement
C) Losing opportunities for collaboration and shared understanding across teams
D) Wasting time and losing valuable existing capabilities and resources

Solutions: