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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of the following are the two primary elements that create value for customers?

A) Service requirements and warranty
B) Customer and user satisfaction
C) Resources and capabilities
D) Value on investment (VOI) and return on investment (ROI)

2. Which of the following activities are helped by recording relationships between Configuration Items (CIs)?
1) Assessing the impact and cause of Incidents and Problems 2) Assessing the impact of proposed Changes
3) Planning and designing a Change to an existing service
4) Planning a technology refresh or software upgrade

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

3. Identity and Rights are two major concepts involved in which one of the following processes?

A) Demand Management
B) Facilities Management
C) Event Management
D) Access Management

4. Remediation planning is BEST described in which of the following ways?

A) Planning how to advise the change request of a failed change
B) Planning how to recover the cost of a change
C) Planning how to compensate a user for a failed change
D) Planning the steps required to be taken if a Change is unsuccessful

5. Which of the following is NOT an example of Self-Help capabilities?

A) Requirement to always call the service desk for service requests
B) Menu-driven range of self help and service requests
C) A direct interface into the back end process handling software
D) Web front-end

Solutions: