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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of the following sentences BEST describes a Standard Change?

A) A change that correctly follows the required change process
B) A change that is made as the result of an audit
C) A pre-authorized change that has an accepted and established procedure
D) A change to the service provider's established policies and guidelines

2. Which process is responsible for controlling, recording and reporting on the relationships relating to components of the IT infrastructure?

A) Service asset and configuration management
B) Incident management
C) Service level management
D) Change management

3. An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What imbalance does this represent?

A) Excessive focus on cost
B) Excessively proactive
C) Excessively reactive
D) Excessive focus on quality

4. Which of the following models would be MOST useful in helping to define roles and responsibilities in an organization structure?

A) Continual service improvement (CSI) model
B) Incident model
C) RACI model
D) The Deming Cycle

5. What is reliability a measure of?

A) The level of risk that affects a service or process
B) The availability of a service or component
C) How long a service or component can perform its function without failing
D) How quickly a service or component can be restored to normal working order

Solutions: