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Peoplecert ITIL V3 Foundation Sample Questions:

1. What are the three Service Provider business models?

A) Internal Service Operations provider, External Service Operations provider, Shared Service Unit
B) Internal Service provider, External Service provider, Outsourced 3rd Party
C) Internal Service provider, Outsourced 3rd party and Off-shore party
D) Internal Service provider, External Service provider, Shared Service Provider

2. Which of the following statements BEST describes a Definitive Media Library (DML)?

A) A secure location where definitive hardware spares are held
B) A secure library where definitive authorized versions of all media Configuration Items (CIs) are stored and protected
C) A secure electronic library that contains all copies of software and licenses
D) A secure library where definitive authorized versions of all software and back-ups are stored and protected

3. Which of the following statements about incident reporting and logging is CORRECT?

A) Incidents can only be reported by users
B) Incidents reported by technical staff must also be logged as problems
C) Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
D) All calls to the service desk must be logged as incidents

4. There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below?
1.Progress
2.Effectiveness
3.Efficiency
4.?

A) Compliance
B) Cost
C) Capacity
D) Conformance

5. Which of the following statements about processes is INCORRECT?

A) The output from a process has to conform to operational norms derived from business objectives
B) The definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"
C) The objective of any IT process should be expressed in terms of business benefits and goals
D) A process may define policies, standards and guidelines

Solutions: