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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of the following combinations covers all the roles in Service Asset and Configuration Management?

A) Configuration Manager; Configuration Analyst; CMS/tools Administrator; Librarian; Change Manager
B) Configuration Administrator/Librarian; Configuration Manager; Service Desk Manager; Configuration Analyst; CMS/tools Administrator
C) Configuration Administrator/Librarian; Service Asset Manager; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator
D) Configuration Administrator/Librarian; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator; Financial Asset Manager

2. A process owner is responsible for which of the following?
1.Documenting the process
2.Defining process Key Performance Indicators (KPIs)
3.Improving the process
4.Ensuring process staff undertake the required training

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

3. Which of the following is an example of self-help capabilities?

A) Software to allow programmers to debug code
B) A software update downloaded automatically to all laptops in an organization
C) Menu-driven range of facilities used to access service requests
D) Calls to the service desk to register standard changes

4. Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?

A) Service Strategy
B) Continual Service Improvement
C) Service Operation
D) Service Design

5. Identity and Rights are two major concepts involved in which one of the following processes?

A) Facilities Management
B) Demand Management
C) Event Management
D) Access Management

Solutions: