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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of the following statements is CORRECT for every process?
1.It delivers its primary results to a customer or stakeholder
2.It defines activities that are executed by a single function

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

2. What is the definition of an Alert?

A) An error message to the user of an application
B) An audit report that indicates areas where IT is not performing according to agreed procedures
C) A warning that a threshold has been reached or that something has changed
D) A type of Incident

3. Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:

A) People, Process, Products, Technology
B) People, Process, Partners, Suppliers
C) People, Process, Products, Partners
D) People, Products, Technology, Partners

4. Which of the following is NOT a valid objective of Request Fulfillment?

A) To update the Service Catalogue with services that may be requested through the Service Desk
B) To provide information to users about what services are available and how to request them
C) To provide a channel for users to request and receive standard services
D) To source and deliver the components of standard services that have been requested

5. The BEST description of the purpose of Service Operation is?

A) To decide how IT will engage with suppliers during the Service Management Lifecycle
B) To design and build processes that will meet business needs
C) To proactively prevent all outages to IT Services
D) To deliver and support IT Services at agreed levels to business users and customers

Solutions: