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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of the following models would be MOST useful in helping to define roles and responsibilities in an organization structure?

A) The Deming Cycle
B) Incident model
C) Continual service improvement (CSI) model
D) RACI model

2. Which is the correct combination of Service Management terms across the Lifecycle?

A) 1C, 2B, 3A, 4D
B) 1B, 2C, 3D, 4A
C) 1A, 2B, 3C, 4D
D) 1C, 2D, 3A, 4B

3. Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?

A) The Service Owner
B) The Customer
C) The Process Owner
D) The IT Director

4. The difference between service metrics and technology metrics is BEST described as?

A) Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness
B) Service metrics measure each of the service management processes; Technology metrics measure the infrastructure
C) Service metrics include critical success factors and Key Performance Indicators; Technology metrics include availability and capacity
D) Service metrics measure the end to end service; Technology metrics measure individual components

5. Which phase of the ITIL lifecycle provides the following benefit: The Total Cost of Ownership (TCO) of a service can be minimized if all aspects of the service, the processes and the technology are considered during development?

A) Service Design
B) Continual Service Improvement
C) Service Operation
D) Service Strategy

Solutions: