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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of these statements about Resources and Capabilities is CORRECT?

A) Resources are types of Service Asset and Capabilities are not
B) Neither Capabilities nor Resources are types of Service Asset
C) Capabilities are types of Service Asset and Resources are not
D) Resources and Capabilities are both types of Service Asset

2. Which of the following questions does the guidance in service strategy help to answer?
1.What services should we offer and to whom?
2.How do we differentiate ourselves from competing alternatives?
3.How do we create value for our customers?

A) 2 only
B) 1 only
C) All of the above
D) 3onfy

3. What is reliability a measure of?

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

4. Which of the following is commonly found in a contract underpinning an IT service?
1.Financial arrangements related to the contract
2.Description of the goods or service provided
3. Responsibilities and dependencies for both parties

A) All of the above
B) 1 and 2 only
C) 1 and 3 only
D) 2 and 3 only

5. Which of the following are Service Desk organizational structures?
1.Local Service Desk
2.Virtual Service Desk
3.IT Help Desk
4.Follow the Sun

A) 1, 3 and4 only
B) 1, 2 and 4 only
C) 2, 3 and 4 only
D) 1, 2 and 3 only

Solutions: