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Peoplecert ITIL V3 Foundation Sample Questions:

1. A Service Design Package should be produced for which of the following?
1.A new IT service
2.A major change to an IT service
3.An Emergency Change to an IT service
4.An IT service retirement

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

2. Which of the following would NOT be a task carried out by the Request Fulfillment process?

A) Provision of information to users and customers about the availability of services and the procedure for obtaining them
B) The sourcing and delivering of the components of requested standard services (e.g. licenses and software media)
C) Provision of information used to compare actual performance against design standards
D) Provision of a channel for users to request and receive standard services for which a predefined approval and qualification process exists

3. Which process is responsible for frequently occurring changes where risk and cost are low?

A) Access management
B) Request Fulfillment
C) Release and Deployment Management
D) Incident Management

4. In Service Operation, if too much emphasis is placed on 'Stability', what might the likely outcome be in terms of responsiveness to customer needs?

A) It is possible that responsiveness may suffer and customers needs may not be met within business timescales
B) Customers needs will be met more easily because of the improved stability of the services with fewer failures to disrupt timely delivery
C) From the information given, it is not possible to comment regarding the impact on responsiveness of over-emphasis on stability
D) There is only likely to be a positive outcome from improved stability - the customers must be made fully aware of this and their expectations regarding responsiveness must be managed

5. Staff in an IT department are experts in managing specific technology, but none of them know what services are offered to the business. What imbalance does this represent?

A) Vendor focused
B) Extreme focus on cost
C) Extreme internal focus
D) Extreme focus on responsiveness

Solutions: