Peoplecert CMS7 : ITIL V3 Foundation

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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of the following can help determine the level of impact of a problem?

A) Definitive Media Library (DML)
B) Standard Operating Procedures (SOP)
C) Statement of Requirements (SOR)
D) Configuration Management System (CMS)

2. Which role or function is responsible for monitoring activities and events in the IT Infrastructure?

A) Capacity Management
B) Service Level Management
C) IT Operations Management
D) Incident Management

3. What is the BEST description of an Operational Level Agreement (OLA)?

A) A document that describes business services to operational staff
B) A document that describes to a customer how services will be operated on a day-to-day basis
C) An agreement between the service provider and another part of the same organization
D) An agreement between the service provider and an external organization

4. Which process is responsible for frequently occurring changes where risk and cost are low?

A) Access management
B) Release and Deployment Management
C) Request Fulfillment
D) Incident Management

5. Which of the following are the two primary elements that create value for customers?

A) Customer and User satisfaction
B) Value on Investment (VOI), Return on Investment (ROI)
C) Utility and Warranty
D) Understanding Service Requirements and Warranty

Solutions: