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Peoplecert ITIL V3 Foundation Sample Questions:

1. Who is responsible for defining key performance indicators (KPIs) for change management?

A) The change advisory board (CAB)
B) The continual service improvement manager
C) The service owner
D) The change management process owner

2. What does a service always deliver to customers?

A) Resources
B) Infrastructure
C) Value
D) Applications

3. Which of the following is concerned with fairness and transparency?

A) Service design
B) Governance
C) Service level management
D) Capacity management

4. Which of the following is NOT an aim of the Change Management process?

A) Overall business risk is optimized
B) Standardized methods and procedures are used for efficient and prompt handling of all Changes
C) All budgets and expenditures are accounted for
D) All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management system

5. A Service Level Agreement is?

A) An agreement between the Service Provider and an internal organization
B) An agreement between the Service Provider and their customer
C) The part of a contract that specifies responsibilities of each party
D) An agreement between a Service Provider and an external supplier

Solutions: