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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which process is responsible for providing the rights to use an IT service?

A) Incident management
B) Access management
C) Change management
D) Request fulfilment

2. Which of the following sentences BEST describes a Standard Change?

A) A change that is made as the result of an audit
B) A pre-authorized change that has an accepted and established procedure
C) A change that correctly follows the required change process
D) A change to the service provider's established policies and guidelines

3. Which of the following BEST describes Technical Management?

A) A Function responsible for Facilities Management and building control systems
B) A Function that provides hardware repair services for technology involved in the delivery of service to customers
C) Senior managers responsible for all staff within the technical support Function
D) A Function that includes the groups, departments or teams that provide technical expertise and overal management of the IT Infrastructure

4. What is the definition of an Alert?

A) An error message to the user of an application
B) An audit report that indicates areas where IT is not performing according to agreed procedures
C) A warning that a threshold has been reached or that something has changed
D) A type of Incident

5. Which one of the following statements about Incident reporting and logging is correct?

A) All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity
B) Incidents can be reported by anyone who detects a disruptions or potential disruption to normal service. This includes technical staff
C) Incident can only be reported by users, since they are only the only people who know when a service has been disrupted
D) Incidents reported by technical staff must be logged as problems because technical staff manage infrastructure devices not services

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