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Peoplecert ITIL Foundation (Version 5) Sample Questions:

1. What is service quality most concerned with?

A) How well a service meets agreed requirements and expectations
B) The speed of service development
C) How quickly incidents are resolved
D) The social responsibility of a service provider

2. How should the seven guiding principles be combined when an organization is making a decision?

A) By using the 'keep it simple and practical' principle and one or two others that are relevant to the specific decision
B) By selecting one guiding principle to follow as the main basis for every decision
C) By considering each guiding principle to understand its relevance before applying it
D) By using all the guiding principles equally when making any decision

3. Identity the missing word in the following sentence
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed

A) relationships
B) outcomes
C) services
D) organizations

4. How does ITIL describe the way the Guiding Principles should be applied together?

A) They replace the need for governance and management practices
B) They should be used collectively and balanced based on the situation
C) They should be applied independent of each other
D) They should be applied one at a time in a fixed sequence

5. Which service value chain activity relates with buying new products?

A) Plan
B) Engage
C) Obtain/build
D) Improve

Solutions: