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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of the following do major incidents require?

A) Less documentation
B) Less urgency
C) Separate procedures
D) Longer timescales

2. The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

A) A Change Advisory Board
B) A Service Change
C) A Change Model
D) A Pre-approved Change

3. "Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services". These specialized organizational capabilities include which of the following?

A) Applications and Infrastructure
B) Functions and Processes
C) People, products and technology
D) Markets and Customers

4. Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?

A) Service Transition
B) Service Design
C) Service Operation
D) Service Strategy

5. Which Function would provide staff to monitor events in a Network Operations Centre?

A) IT Operations Management
B) Applications Management
C) Service Desk
D) Technical Management

Solutions: