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Peoplecert ITIL V3 Foundation Sample Questions:

1. The group that authorizes changes that must be installed faster than the normal process is called the?

A) Urgent Change Authority (UCA)
B) Emergency CAB (ECAB)
C) Urgent Change Board (UCB)
D) CAB Emergency Committee (CAB/EC)

2. Which of the following best describes a Service Request?

A) Any request or demand that is entered by a user via a Self-Help web-based interface
B) A request from a User for information or advice, or for a Standard Change
C) Any request for change that is low risk and can be approved by the Change Manager without a CAB meeting
D) Anything that the customer wants and is prepared to pay for

3. Which of the following are objectives of Service Design?
-Design Services to satisfy business objectives.
-Identify and manage risk.
-Design effective and efficient processes
-Design a secure and resilient IT infrastructure.

A) 1, 2 and 4 only.
B) 2 and 3 only.
C) All of the above
D) 1 Only

4. Which of the following are within the scope of service asset and configuration management?Identification of configuration items (CIs) Recording relationships between CIs Recording and control of virtual CIs Approving finance for the purchase of software to support service asset and configuration management

A) 1, 2 and 4 only
B) 1, 2, and 3 only
C) 3 and 4 only
D) All of the above

5. What guidance does ITIL give on the frequency of production of service reporting?

A) Service reporting intervals must be defined and agreed with the customers
B) Service reporting intervals must be the same for all services
C) Reports should be produced weekly
D) Reporting intervals should be set by the Service Provider

Solutions: