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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of the following is NOT a valid objective of Request Fulfillment?

A) To update the Service Catalogue with services that may be requested through the Service Desk
B) To provide information to users about what services are available and how to request them
C) To provide a channel for users to request and receive standard services
D) To source and deliver the components of standard services that have been requested

2. When can a known error record be raised?
1.At any time when it would be useful to do so
2.After a workaround has been found

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

3. Which of the following is the BEST definition of an event?

A) An unplanned interruption to an IT service or a reduction in the quality of an IT service
B) The unknown cause of one or more incidents that have an impact on an IT service
C) Reducing or eliminating the cause of an incident or problem
D) Any detectable or discernible occurrence that has significance for the management of the IT infrastructure

4. Which process is responsible for managing relationships with vendors?

A) Supplier Management
B) Change Management
C) Service Portfolio Management
D) Continual Service Improvement

5. Which of the following is the BEST definition of an Incident?

A) An unplanned interruption to an IT service or reduction in the quality of an IT service
B) A warning that a threshold has been reached, something has changed, or a failure has occurred
C) Loss of ability to operate to specification, or to deliver the required output
D) A change of state which has significance for the management of a Configuration Item or IT Service

Solutions: