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Peoplecert ITIL V3 Foundation Sample Questions:

1. The design of IT services requires the effective and efficient use of what?

A) People, process, partners, performance
B) Performance, process, products, plans
C) People, process, products, partners
D) People, products, plans, partners

2. What are Request Models used for?

A) Capacity Management
B) Modelling arrival rates and performance characteristics of service requests
C) Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote
D) Identifying frequently received user requests and defining how they should be handled

3. Which of the following should be done when closing an incident?
1.Check the incident categorization and correct it if necessary
2.Check that user is satisfied with the outcome

A) Neither of the above
B) Both of the above
C) 1 only
D) 2 only

4. Which of the following is NOT part of the Service Design phase of the Service Lifecycle?

A) Produce and maintain all necessary Service Transition packages
B) Measuring the effectiveness and efficiency of Service Design and the supporting processes
C) Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization
D) Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced

5. Which of the following are included within Release and Deployment Models?
-Roles and responsibilities -Template release and deployment -Supporting systems, tools and procedures. -Handover activities and responsibilities

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

Solutions: