Peoplecert CMS7

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Peoplecert ITIL V3 Foundation Sample Questions:

1. 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 change of state which has significance for the management of a Configuration Item or IT Service
C) Loss of ability to operate to specification, or to deliver the required output
D) A warning that a threshold has been reached, something has changed, or a failure has occurred

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

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

3. Which of the following statements about processes is INCORRECT?

A) A process may define policies, standards and guidelines
B) The objective of any IT process should be expressed in terms of business benefits and goals
C) The definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"
D) The output from a process has to conform to operational norms derived from business objectives

4. Which role would you MOST expect to be involved in the management of Underpinning Contracts?

A) Service Catalogue Manager
B) Process Manager
C) IT Designer/Architect
D) Supplier Manager

5. Which of the following is an objective of service transition?

A) To plan and manage entries in the service catalogue.
B) To provide quality knowledge of incident and problem management
C) To negotiate service levels for new services
D) To plan and manage the resource requirements for releases

Solutions: