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Peoplecert ITIL V3 Foundation Sample Questions:

1. Contracts are used to define:

A) Service Levels that have been agreed between the Service Provider and their Customer
B) Metrics and Critical Success Factors (CSFs) in an external agreement
C) The provision of goods and services by Suppliers
D) The provision of IT services or business services by a Service Provider

2. Which is the correct combination of Service Management terms across the Lifecycle?

A) 1A, 2B, 3C, 4D
B) 1C, 2D, 3A, 4B
C) 1B, 2C, 3D, 4A
D) 1C, 2B, 3A, 4D

3. Which of the following should NOT be a concern of Risk Management?

A) To ensure that the organization can continue to operate in the event of a major disruption or disaster
B) To ensure that the organization assets, such as information, facilities and building are protected from threats, damage or loss
C) To ensure only the change requests with mitigated risks are approved for implementation
D) To ensure that the workplace is a safe environment for its employees and customers

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

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

5. Which of the following is NOT an aim of the Change Management process?

A) Standardized methods and procedures are used for efficient and prompt handling of all Changes
B) Overall business risk is optimized
C) All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management system
D) All budgets and expenditures are accounted for

Solutions: