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Peoplecert ITIL V3 Foundation Sample Questions:

1. Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?

A) Utility and Warranty
B) Services and Infrastructure
C) Resources and Capabilities
D) Applications and Infrastructure

2. Which of the following is NOT an aim of the change management process?

A) To ensure standardized methods and procedures are used for efficient and prompt handling of changes
B) To ensure that all changes to service assets and configuration items
C) To deliver and manage IT services at agreed levels to business users
D) To ensure the impact of changes is better understood

3. The positive effect that customers perceive a service can have on their business outcomes is referred to as what?

A) The utility of a service
B) Return on investment
C) The warranty of a service
D) The economic value of a service

4. Which of the following is the BEST description of a relationship in Service Asset and Configuration Management?

A) Defines how version numbers should be used in a release
B) Describes the topography of the hardware
C) Describes how the Configuration Items (CIs) work together to deliver the services
D) Defines which software should be installed on a particular piece of hardware

5. What is the BEST description of an Operational Level Agreement (OLA)?

A) A document that describes to a customer how services will be operated on a day-to-day basis
B) A document that describes business services to operational staff
C) An agreement between the service provider and an external organization
D) An agreement between the service provider and another part of the same organization

Solutions: