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Peoplecert ITIL Foundation (Version 5) Sample Questions:

1. Which of the following BEST describes an outcome in a service relationship?

A) A tangible or intangible deliverable created during a service activity
B) A software product provided to the consumer by the service provider
C) A result achieved by a stakeholder through the use of at least one output
D) A specific task completed by the service provider as part of service delivery

2. Which of the following is a part of purpose of'deliver' activity?

A) Monitoring support systems
B) Designing product prototypes
C) Managing user onboarding
D) Obtaining supplier resources

3. The board of directors approves a new digital strategy and instructs management to prioritize investment in cloud infrastructure to support future growth. Which governance activity does this represent?

A) Monitor
B) Direct
C) Evaluate
D) Engage stakeholders

4. According to the 'Focus on value' ITIL Guiding Principle, all organizational activities should link back to what?

A) Benefits for organization, its customers, and stakeholders
B) Increased revenue only
C) Market share dominance
D) Employee satisfaction

5. Which metric is MOST appropriate for assessing the success of the 'build' value chain activity?

A) Number of incidents resolved within agreed targets
B) Customer satisfaction score after service delivery
C) Percentage of service requests fulfilled on first contact
D) Quality of the product solutions

Solutions: