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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of the following would NOT be a task carried out by the Request Fulfillment process?

A) Provision of information used to compare actual performance against design standards
B) Provision of a channel for users to request and receive standard services for which a predefined approval and qualification process exists
C) Provision of information to users and customers about the availability of services and the procedure for obtaining them
D) The sourcing and delivering of the components of requested standard services (e.g. licenses and software media)

2. Service Acceptance criteria are used to?

A) Ensure service Key Performance Indicators (KPIs) are reported
B) Ensure Portfolio Management is in place
C) Ensure the design stage of the Lifecycle
D) Ensure delivery and support of a service

3. Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:

A) People, Process, Partners, Suppliers
B) People, Products, Technology, Partners
C) People, Process, Products, Technology
D) People, Process, Products, Partners

4. Which of the following is a responsibility of Supplier Management?

A) Development, negotiation and agreement of contracts.
B) Development, negotiation and agreement of Organizational Level Agreements
C) Development, negotiation and agreement of Service Portfolio
D) Development, negotiation and agreement of Service Level Agreements.

5. Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items need to be identified?

A) Process Models, Goals and Objectives
B) Business and IT Strategy and Process Definitions
C) Business Objectives, IT Objectives, Process Metrics
D) Vision and Strategy, Tactical Goals and Operational Goals

Solutions: