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Peoplecert ITIL V3 Foundation Sample Questions:
1. What type of improvement should be achieved by using the Deming Cycle?
A) Rapid, one-off improvement
B) Quick wins
C) Return on investment within 12 months
D) Steady, ongoing improvement
2. A Service Design Package should be produced for which of the following?
1.A new IT service
2.A major change to an IT service
3.An Emergency Change to an IT service
4.An IT service retirement
A) 1, 2 and 3 only
B) All of the above
C) 1, 3 and 4 only
D) 1, 2 and 4 only
3. Which is the first step in the 7 Step Improvement Process?
A) Where are we now?
B) Prepare for action
C) Define what you should measure
D) Identify gaps in Service Level Agreement (SLA) achievement
4. What is the BEST description in of a major incident?
A) An incident with a high priority or which has high impact on the business
B) An incident which requires a large number of people to resolve
C) An incident logged by a senior manager
D) An incident which is so complex that it requires root cause analysis before a workaround can be found.
5. Which of the following activities is be performed by access management?
A) Managing access to computer rooms and other secure locations
B) Managing access to the service desk
C) Managing the rights to use a service or group of services
D) Providing physical security for staff data centers and other buildings
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: D | Question # 3 Answer: C | Question # 4 Answer: A | Question # 5 Answer: C |
