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Peoplecert ITIL V3 Foundation Sample Questions:

1. The BEST processes to automate are those that are:

A) Critical to the success of the business mission
B) Carried out by Service Operations
C) Carried out by lots of people
D) Simple and well understood

2. How is the Service Catalogue used to add value to the service provider organization?

A) Displaying the relationships between configuration items
B) Showing the business impact of a change
C) To predict the root cause of issues in the IT infrastructure
D) Providing a central source of information on the IT services delivered

3. Which of the following is NOT a characteristic of a process?

A) It delivers specific results
B) It is measurable
C) It responds to specific events
D) It structures an organization

4. Which process is responsible for low risk, frequently occurring, low cost changes?

A) Release and Deployment Management
B) Demand Management
C) Incident Management
D) Request Fulfillment

5. In many organizations the role of Incident Manager is assigned to the Service Desk.
It is important that the Incident Manager is given the authority to:

A) Only manage Incidents effectively through 1st and 2nd line
B) Manage Incidents effectively through 1st, 2nd and 3rd line
C) Only manage Incidents effectively at the 3rd line
D) Only manage Incidents effectively through the 1st line

Solutions: