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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of the following could BEST be described as "A decision support and planning tool that projects
the likely consequences of a business action"?

A) A Business Case
B) A Request for Change (RFC)
C) A Problem model
D) A Service Improvement Plan (SIP)

2. Which statement about the Emergency Change Advisory Board (ECAB) is CORRECT?

A) Amongst the duties of the ECAB is the review of completed emergency changes
B) The ECAB will be used for emergency changes where there may not be time to call a full CAB
C) The ECAB considers every high priority Request for Change
D) The ECAB will be chaired by the IT Director

3. Which of these are objectives of Service Level Management
1: Defining, documenting and agreeing the level of IT Services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4:
Identifying possible future markets that the Service Provider could operate in

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

4. Which of the following statements is CORRECT?
1.The only phase of the Service Management Lifecycle where value can be measured is Service
Operation
2.All of the phases of the lifecycle are concerned with the value of IT services

A) Both of the above
B) Neither of the above
C) 1 only
D) 2 only

5. You are reviewing a presentation that will relay the value of adopting Service Design disciplines. Which statement would NOT be part of the value proposition?

A) Reduced Total Cost of Ownership
B) Better balance of technical skills to support live services
C) Improved quality of service
D) Improved Service alignment with business goals

Solutions: