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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of the following statements is CORRECT?

A) The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)
B) The KEDB and the CMS form part of the larger SKMS
C) The CMS is part of the Configuration Management Data Base (CMDB)
D) The Service Knowledge Management System (SKMS) is part of the CMS

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

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

3. Which of these are objectives of Service Level Management
1: Defining, documenting and agreeing the level of IT Services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4:
Identifying possible future markets that the Service Provider could operate in

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

4. The MAIN objective of Service Level Management is:

A) To carry out the Service Operations activities needed to support current IT services
B) To ensure that sufficient capacity is provided to deliver the agreed performance of services
C) To create and populate a Service Catalogue
D) To ensure that an agreed level of IT service is provided for all current IT services

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

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

Solutions: