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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of the following is concerned with fairness and transparency?

A) Service design
B) Governance
C) Service level management
D) Capacity management

2. Defining the processes needed to operate a new service is part of:

A) Service Design: Design the processes
B) Service Transition: Plan and prepare for deployment
C) Service Strategy: Develop the offerings
D) Service Operation: IT Operations Management

3. Customer perceptions and business outcomes help lo define what?

A) The value off a service
B) Governance
C) Total cost of ownership (TCO)
D) Key performance indicators (KPIs)

4. As a strategic tool for assessing the value of IT services, Financial Management applies to which of the following service provider types?
1) An internal service provider embedded within a business unit
2) An internal service provider that provides shared IT services
3) An external service provider

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

5. Which of the following could BEST be described as "A decision support and planning tool that projects
the likely consequences of a business action"?

A) A Service Improvement Plan (SIP)
B) A Business Case
C) A Request for Change (RFC)
D) A Problem model

Solutions: