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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of the following are aspects of Service Design?
1.Architectures
2.Technology
3.Service Management processes
4.Metrics

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

2. Which process will regularly analyze incident data to identify discernable trends?

A) Service Level Management
B) Change Management
C) Problem Management
D) Event Management

3. Which is the CORRECT list for the three levels of a multi level Service Level Agreement(SLA)?

A) Corporate, Customer, Technology
B) Service, User, IT
C) Technology, Customer, User
D) Corporate, Customer, Service

4. Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:

A) People, Process, Products, Technology
B) People, Process, Products, Partners
C) People, Products, Technology, Partners
D) People, Process, Partners, Suppliers

5. Contracts are used to define:

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

Solutions: