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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of the following is NOT a valid objective of Request Fulfillment?

A) To provide information to users about what services are available and how to request them
B) To update the Service Catalogue with services that may be requested through the Service Desk
C) To provide a channel for users to request and receive standard services
D) To source and deliver the components of standard services that have been requested

2. What does a service always deliver to customers?

A) Value
B) Infrastructure
C) Resources
D) Applications

3. Which of the following options is a hierarchy that is used in Knowledge Management?

A) Wisdom - Information - Data - Knowledge
B) Information - Data - Knowledge - Wisdom
C) Data - Information - Knowledge - Wisdom
D) Knowledge - Wisdom - Information - Data

4. Which of the following is the BEST description of a service-based service level agreement (31 A)

A) An agreement that covers one service for all customers of that service
B) An agreement that covers one service for a single customer
C) An agreement with an individual customer group, covering all the services that they use
D) An agreement that covers service specific issues in a multi-level SLA structure

5. Which Function would provide staff to monitor events in an Operations Bridge?

A) Service Desk
B) Applications Management
C) IT Operations Management
D) Technical Management

Solutions: