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Peoplecert ITIL V3 Foundation Sample Questions:

1. At which stage of the service lifecycle should the processes needed to operate a new service be defined?

A) Service strategy: Develop the offerings
B) Service design: Design the processes
C) Service transition: Plan and prepare for deployment
D) Service operation: IT operations management

2. Which of these is NOT a responsibility of Application Management?

A) Ensuring that the correct skills are available to manage the infrastructure
B) Assisting in the design of the application
C) Deciding whether to buy or build an application
D) Providing guidance to IT Operations about how best to manage the application

3. Which of the following questions does the guidance in service strategy help to answer?What services should we offer and to whom? How do we differentiate ourselves from competing alternatives? How do we create value for our customers?

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

4. Customer perceptions and business outcomes help to define what?

A) Customer satisfaction
B) Key performance indicators
C) The value of a service
D) Total cost of ownership

5. Which is the correct combination of Service Management terms across the Lifecycle?

A) 1C, 2D, 3A, 4B
B) 1B, 2C, 3D, 4A
C) 1A, 2B, 3C, 4D
D) 1C, 2B, 3A, 4D

Solutions: