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Peoplecert ITIL Foundation (Version 5) Sample Questions:

1. Which type of service relationship typically focuses on support and efficiency through standardized services?

A) Collaborative relationship
B) Basic relationship
C) Cooperative relationship
D) Partner relationship

2. Which of the following BEST describes a release?

A) An unplanned interruption to a service or reduction in the quality of a service
B) A cause, or potential cause, of one or more incidents
C) A version of a product, service, or other configuration item made available for use
D) The addition, modification, or removal of anything that could affect services

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

4. What enables the digital product and service management activities of an organization?

A) Management practices
B) Value stream steps
C) Vision and operating model
D) Value chain

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

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

Solutions: