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Peoplecert ITIL V3 Foundation Sample Questions:

1. A single Release unit, or a structured set of Release units can be defined within:

A) A Request Model
B) A Release Package
C) The Plan, Do, Check, Act (PDCA) cycle
D) The RACI Model

2. What should a service always deliver to customers?

A) Resources
B) Infrastructure
C) Applications
D) Value

3. Customer perceptions and business outcomes help to define what?

A) Total cost of ownership (TCO)
B) Key performance indicators (KPIs)
C) Governance
D) The value of a service

4. Which of the following is NOT an aim of the change management process?

A) To ensure standardized methods and procedures are used for efficient and prompt handling of changes
B) To deliver and manage IT services at agreed levels to business users
C) To ensure that all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
D) To ensure the impact of changes is better understood

5. Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

A) Measure
B) Perform
C) Do
D) Implement

Solutions: