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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of the following is NOT a characteristic of a process?

A) It responds to specific events
B) It delivers specific results
C) It is measurable
D) It structures an organization

2. A change process model should include:
1 - The steps that should be taken to handle the change with any dependences or co-processing defined, including handling issues and unexpected events
2 - Responsibilities; who should do what, including escalation
3 - Timescales and thresholds for completion of the actions
4 - Complaints procedures

A) 1, 2 and 3 only
B) 1 and 2 only
C) 1, 2 and 4 only
D) All of the above

3. Which part of the service lifecycle is responsible for coordinating and carrying out the activities and processes required to deliver and manage services at agreed levels to business users and customers?

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

4. Which of the following is NOT a characteristic of a process?

A) Responds to specific events
B) Delivers specific results
C) A method of structuring an organization
D) It is measurable

5. Defining the processes needed to operate a new service is part of:

A) Service Operation: IT Operations Management
B) Service Transition: Plan and prepare for deployment
C) Service Strategy: Develop the offerings
D) Service Design: Design the processes

Solutions: