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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of the following questions does Service Strategy help answer with its guidance?
1.How do we prioritize investments across a portfolio?
2.What services to offer and to whom?
3.What are the Patterns of Business Activity (PBA)?

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

2. Which is the CORRECT list for the three levels of a multi level Service Level Agreement(SLA)?

A) Corporate, Customer, Service
B) Technology, Customer, User
C) Service, User, IT
D) Corporate, Customer, Technology

3. Which of the following statements is INCORRECT?
The Service Owner:

A) Is responsible for continual improvement and the management of change affecting the service they own
B) Is responsible for the day-to-day monitoring and operation of the service they own
C) Is accountable for a specific service within an organization
D) Is a primary stakeholder in all of the underlying IT processes which support the service they own

4. How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

A) The entire cycle should be repeated multiple times to implement Continual Improvement
B) Each stage should be carried out once in the order Plan-Do-Check-Act
C) There should be a single Plan,then the Do-Check-Act cycle should be repeated multiple times to implement Continual Improvement
D) There should be a single Plan and Do,then Check and Act should be carried out multiple times to implement Continual Improvement

5. Which of the following availability management activities are considered to be proactive as opposed to reactive?
1.Monitoring system availability
2.Designing availability into a proposed solution

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

Solutions: