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Peoplecert ITIL V3 Foundation Sample Questions:

1. Reliability is a measure of:

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

2. In which of the following situations should a Problem Record be created?

A) A Technical Management team identifies a permanent resolution to a number of recurring Incidents
B) Incident Management has found a workaround but needs some assistance in implementing it
C) An event indicates that a redundant network segment has failed but it has not impacted any users
D) An Incident is passed to second-level support

3. Which of the following statements is CORRECT?

A) The configuration management system is part of the service knowledge management system
B) The configuration management system is part of the configuration management database
C) The configuration management system is part of the known error database
D) The service knowledge management system is part of the configuration management system

4. Which of the following is NOT an objective of problem management?

A) Eliminating recurring incidents
B) Minimizing the impact of incidents that cannot be prevented
C) Preventing problems and resulting incidents from happening
D) Restoring normal service operation as quickly as possible

5. A plan for managing the end of a supplier contract should be created when?

A) The contract has been agreed
B) The contract is about to be ended
C) The contract is being negotiated
D) The Supplier Manager decides that there is a risk the contract might need to end soon

Solutions: