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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of the following areas would not be supported by a Service Design tool?

A) Environment design
B) Strategy design
C) Software design
D) Process design

2. In terms of adding value to the business, which of the following describes Service Operation's contribution?

A) The cost of the service is designed, predicted and validated
B) Service value is actually seen by customers
C) Measures for optimization are identified
D) Service value is modelled

3. Which of the following BEST describes a Problem?

A) A Known Error for which the cause and resolution are not yet known
B) The cause of one or more Incidents
C) The cause of two or more Incidents
D) A serious Incident which has a critical impact to the business

4. Which Function would provide staff to monitor events in a Network Operations Centre?

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

5. Which of the following do major incidents require?

A) Separate procedures
B) Less urgency
C) Longer timescales
D) Less documentation

Solutions: