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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of the following provides the PRIMARY source of guidance on what needs to be protected by information security management?

A) the change manager
B) IT management
C) Business management
D) Service desk manager

2. Which of the following statements is CORRECT?

A) Service owners are as important to service management as process owners
B) Service owners are more important to service management than process owners
C) Process owners are more important to service management than service owners
D) Process owners and service owners are not required within the same organization

3. The 'multi-level SLA' is a three-layer structure. Which of the following layers is NOT part of this type of SLA?

A) configuration level
B) service level
C) customer level
D) corporate level

4. At which stage of the service lifecycle should the processes needed to operate a new service be defined?

A) Service strategy: Develop the offerings
B) Service operation: IT operations management
C) Service design: Design the processes
D) Service transition: Plan and prepare for deployment

5. Which of the following is an example of capabilities?

A) Calls to the service desk to register standard changes
B) Menu driven range of facilities used to access service requests
C) A software update downloaded automatically to all laptops in an organization
D) Software to allow programmers to debug code

Solutions: