Peoplecert ITIL 2011 Foundation - PC0-001 Exam Questions [2026]

QUESTION NO: 1
Which one of the following is the CORRECT set of steps for the continual service improvement approach?

A. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going? B. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going? C. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve D. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution

Correct Answer: A

QUESTION NO: 2
Which function or process would provide staff to monitor events in an operations bridge?

A. Request fulfilment B. IT operations management C. Technical management D. Applications management

Correct Answer: B

QUESTION NO: 3
A process owner is responsible for which of the following?
1.Defining the process strategy
2.Assisting with process design
3.Improving the process
4.Performing all activities involved in a process

A. 2, 3 and 4 only B. 1, 2 and 4 only C. All of the above D. 1, 2 and 3 only

Correct Answer: D

QUESTION NO: 4
Which of the following identify the purpose of business relationship management?
1.To establish and maintain a business relationship between service provider and customer
2.To identify customer needs and ensure that the service provider is able to meet

A. 1 only B. 2 only C. Neither of the above D. Both of the above

Correct Answer: D

QUESTION NO: 5
The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

A. Information B. Knowledge C. Data D. Governance

Correct Answer: B

QUESTION NO: 6
Which process includes business, service and component sub-processes?

A. Service level management B. Incident management C. Capacity management D. Financial management

Correct Answer: C

QUESTION NO: 7
Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

A. The service owner B. The IT director C. The customer D. The process owner

Correct Answer: D

QUESTION NO: 8
The remediation plan should be evaluated at what point in the change lifecycle?

A. Before the change is approved B. After implementation but before the post implementation review C. Immediately after the change has failed and needs to be backed out D. After the post implementation review has identified a problem with the change

Correct Answer: A

QUESTION NO: 9
Which of the following are basic concepts used in access management?

A. Personnel, electronic, network, emergency, identity B. Rights, access, identity, directory services, service/service components C. Physical, personnel, network, emergency, service D. Normal, temporary, emergency, personal, group

Correct Answer: B