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Peoplecert ITIL V3 Foundation Sample Questions:

1. How does Problem Management work with Change Management?

A) By issuing RFCs for permanent solutions
B) By installing changes to fix problems
C) By working with users to change their IT configurations
D) By negotiating with Incident Management for changes in IT for Problem resolution

2. Which of the following is the BEST description of a Business Case?

A) A decision support and planning tool that projects the likely consequences of a business action
B) A complaint by the business about a missed service level.
C) A portable device designed for the secure storage and transportation of important documents
D) The terms and conditions in an IT outsource contract.

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

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

4. Which of the following are the two primary elements that create value for customers?

A) Utility and Warranty
B) Value on Investment (VOI), Return on Investment (ROI)
C) Customer and User satisfaction
D) Understanding Service Requirements and Warranty

5. Which role would you MOST expect to be involved in the management of Underpinning Contracts?

A) IT Designer/Architect
B) Process Manager
C) Service Catalogue Manager
D) Supplier Manager

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