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Peoplecert ITIL V3 Foundation Sample Questions:

1. A process owner is responsible for which of the following?
1.Documenting the process
2.Defining process Key Performance Indicators (KPIs)
3.Improving the process
4.Ensuring process staff undertake the required training

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

2. Which of the following are within the scope of service asset and configuration management?
1. Identification of configuration items (CIs)
2.Recording relationships between CIs
3.Recording and control of virtual Cis
4.Approving finance for the purchase of software to support service asset and configuration management

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

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

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

4. The group that authorizes changes that must be installed faster than the normal process is called the?

A) Emergency CAB (ECAB)
B) Urgent Change Board (UCB)
C) CAB Emergency Committee (CAB/EC)
D) Urgent Change Authority (UCA)

5. Which of the following statements about incident reporting and logging is CORRECT?

A) Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
B) Incidents reported by technical staff must also be logged as problems
C) All calls to the service desk must be logged as incidents
D) Incidents can only be reported by users

Solutions: