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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of the following questions does Service Strategy help answer with its guidance?
1.How do we prioritize investments across a portfolio?
2.What services to offer and to whom?
3.What are the Patterns of Business Activity (PBA)?

A) All of the above
B) 3 only
C) 1 only
D) 2 only

2. Understanding the level of risk during and after change and providing confidence in the degree of compliance with governance requirements during change are both ways of adding business value through which part of the service lifecycle?

A) IT Service Continuity Management
B) Service Transition
C) Availability Management
D) Risk Management

3. Why are public frameworks and standards (such as ITIL) attractive when compared to proprietary knowledge?

A) Proprietary knowledge has been tested in a wide range of environments
B) Public frameworks are prescriptive and tell you exactly what to do
C) Proprietary Knowledge is difficult to adopt, replicate or transfer since it is often undocumented
D) Public standards are always cheaper to adopt

4. Which of the following is NOT an aim of the change management process?

A) To ensure the impact of changes is better understood
B) To ensure standardized methods and procedures are used for efficient and prompt handling of changes
C) To ensure that all changes to service assets and configuration items
D) To deliver and manage IT services at agreed levels to business users

5. Which of the following BEST describes a 'Major Incident'?

A) An Incident which has a high impact on the business
B) An Incident that is so complex that it requires root cause analysis before any workaround can be found
C) An Incident which requires a large number of people to resolve
D) An Incident that is so complex that the Service Desk takes longer than five times the normal time to log it

Solutions: