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Peoplecert ITIL Foundation (Version 5) Sample Questions:

1. How do service providers contribute to the creation of service value for consumers?

A) They eliminate the need for consumers to use any resources
B) They replace consumers' responsibilities with their own services
C) They reduce risks and provide resources through specialization
D) They determine the financial outcomes for consumers directly

2. Which is an activity of the 'problem management' practice?

A) Restoration of normal service operation as quickly as possible
B) Prioritization of problems based on the risk that they pose
C) Authorization of changes to resolve the cause of problems
D) Resolution of incidents in a time that meets customer expectations

3. The board of directors approves a new digital strategy and instructs management to prioritize investment in cloud infrastructure to support future growth. Which governance activity does this represent?

A) Engage stakeholders
B) Monitor
C) Evaluate
D) Direct

4. Which of the following BEST describes an outcome in a service relationship?

A) A tangible or intangible deliverable created during a service activity
B) A software product provided to the consumer by the service provider
C) A result achieved by a stakeholder through the use of at least one output
D) A specific task completed by the service provider as part of service delivery

5. What BEST describes an event?

A) Any change of state that has significance for the management of a service
B) A request from a user for a normal service action
C) The addition or removal of anything that could have a direct or indirect effect on services
D) A sudden unplanned event causing great damage

Solutions: