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Peoplecert ITIL Foundation (Version 5) Sample Questions:

1. What is the primary role of a digital service?

A) To ensure compliance with policies and external regulations
B) To define processes and workflows for value creation
C) To enable value co-creation by facilitating customer outcomes
D) To replace product management practices with service management

2. When considering the type of relationship required with other organizations involved in the design and delivery of services, which dimension of service management are you utilizing?

A) Value streams and processes
B) Partners and suppliers
C) Information and technology
D) Organizations and people

3. When is the earliest that a workaround can be documented in 'problem management'?

A) After the problem has been resolved
B) After the problem has been logged
C) After the problem has been analyzed
D) After the problem has been prioritized

4. Which of the following BEST describes an operating model?

A) A set of rules that ensures consistent decision-making and accountability within the organization
B) A conceptual and visual representation of how an organization co-creates value with its customers
C) A set of organizational resources designed for performing specific work or achieving a particular objective
D) A recommendation that guides an organization's actions and decisions in all circumstances

5. Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services?

A) Service management
B) Relationship management
C) Release management
D) Supplier management

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