PC0-001 Exam Training Practice Tests (Peoplecert ITIL 2011 Foundation)]

Question 1

Which of the following is NOT a recognized example of a service provider type within the ITIL
framework?

A. Service desk B. Internal C. Shared services unit D. External

Correct Answer: A

Question 2

Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

A. The Deming Cycle B. Continual service improvement (CSI) approach C. RACI model D. Incident model

Correct Answer: C

Question 3

Which of the following are reasons why ITIL is successful?
1.ITIL is vendor neutral
2.It does not prescribe actions
3.ITIL represents best practice

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

Correct Answer: D

Question 4

Where should the following information be stored?
1.The experience of staff
2.Records of user behaviour
3.Supplier's abilities and requirements
4.User skill levels

A. The service knowledge management system (SKMS) B. The forward schedule of change C. A configuration management database (CMDB) D. The service portfolio

Correct Answer: A

Question 5

Which of the following is NOT an objective of Continual Service Improvement?

A. Improve the cost effectiveness of IT services without sacrificing customer satisfaction B. Identify activities to improve the efficiency of service management processes C. Review and analyze Service Level Achievement results D. Conduct activities to deliver and manage services at agreed levels to business users

Correct Answer: D

Question 6

Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?

A. Change policy B. Risk register C. Service request D. Change proposal

Correct Answer: D

Question 7

Which of the following is the correct definition of an outcome?

A. The result of carrying out an activity, following a process or delivering an IT service B. All incidents reported to the service desk C. The results specific to the clauses in a service level agreement (SLA) D. All the accumulated knowledge of the service provider

Correct Answer: A

Question 8

Which one of the following does service metrics measure?

A. Infrastructure availability B. Maturity and cost C. The end-to-end service D. Functions

Correct Answer: C

Question 9

Which one of the following contains information that is passed to service transition to enable the implementation of a new service?

A. A service option B. A service design package (SDP) C. A service transition package (STP) D. A service charter

Correct Answer: B

Peoplecert ITIL 2011 Foundation - PC0-001 Exam Practice Test