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Peoplecert ITIL Foundation (Version 5) Sample Questions:

1. How do service providers contribute to the creation of service value for consumers?

A) They determine the financial outcomes for consumers directly
B) They eliminate the need for consumers to use any resources
C) They reduce risks and provide resources through specialization
D) They replace consumers' responsibilities with their own services

2. Which practice is MOST likely to benefit from the use of chatbots?

A) Service level management
B) Service desk
C) Change enablement
D) Continual improvement

3. What is the primary purpose of a product in ITIL digital product and service management?

A) To replace service management practices with product management
B) To offer value to consumers through a defined configuration of resources
C) To enable value co-creation by facilitating outcomes that customers want to achieve
D) To ensure regulatory compliance across digital services

4. How should the ITIL Guiding Principle 'collaborate and promote visibility' be applied?

A) By involving stakeholders and sharing information with them
B) By limiting communication to management only
C) By reusing existing processes wherever possible
D) By capturing feedback after each iteration

5. Which of the following is NOT one of the steps in value stream mapping?

A) Value stream identification
B) Mapping of the 'as-is' value stream
C) Mapping a 'to-be' value stream
D) Value stream management

Solutions: