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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of the following does the Availability Management process include?
1.Ensuring services are able to meet availability targets
2.Monitoring and reporting actual availability
3.Improvement activities, to ensure that services continue to meet or exceed their availability goals

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

2. Which of the following statements is CORRECT?

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

3. Event Management, Problem Management, Access Management and Request Fulfillment are part of which stage of the Service Lifecycle?

A) Service Operation
B) Service Transition
C) Continual Service Improvement
D) Service Strategy

4. Which process lists "Understanding patterns of business activity" as a major role?

A) Demand Management
B) Request Fulfillment
C) Service Desk
D) Supplier Management

5. Which of the following is the BEST description of a Service-based Service Level Agreement (SLA)?

A) An agreement that covers one service for all users of that service
B) An agreement that covers one service for a single customer
C) An agreement with an individual customer group, covering all the services that they use
D) An agreement that covers service specific issues in a multi-level SLA structure

Solutions: