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PeopleCert ITIL 4 Foundation Sample Questions

Question: 1
What is a problem?

A. An addition or modification that could have an effect on services
B. Any change of state that has significance for the management of a configuration item
C. A cause or potential cause of one or more incidents
D. An unplanned reduction in the quality of a service

Answer: C

Question: 2
Which practice identifies metrics that reflect the customer’s experience of a service?

A. Continual improvement
B. Service desk
C. Service level management
D. Problem management

Answer: C

Question: 3
Which guiding principle recommends organizing work into smaller, manageable sections that can be executed and completed in a timely manner?

A. Focus on value
B. Start where you are
C. Collaborate and promote visibility
D. Progress iteratively with feedback

Answer: D

Question: 4

What is the purpose of problem management?

A. Reduces the likelihood and impact of incidents
B. Ensures services are restored as soon as possible
C. Helps direct the incident to the correct support area
D. Determines how the service provider is perceived

Answer: A