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Peoplecert ITIL V3 Foundation Sample Questions:

1. Contracts are used to define:

A) Service Levels that have been agreed between the Service Provider and their Customer
B) The provision of IT services or business services by a Service Provider
C) The provision of goods and services by Suppliers
D) Metrics and Critical Success Factors (CSFs) in an external agreement

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

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

3. Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?

A) The Service Desk Manager
B) The Request Fulfillment Process Owner
C) The Service Manager
D) The Request Fulfillment Process Manager

4. Which of the following defines the level of protection in Information Security Management?

A) The ISO27001 Standard
B) The Service Level Manager
C) The IT Executive
D) The Business

5. Which of the following Availability Management activities are considered to be proactive as opposed to reactive?
1.Risk assessment
2.Testing of resilience mechanisms
3.Monitoring of component availability

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

Solutions: