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Peoplecert ITIL V3 Foundation Sample Questions:

1. What is the objective of Access Management?

A) To provide security staff for Data Centers and other buildings
B) To manage access to the Service Desk
C) To manage access to computer rooms and other secure locations
D) To manage the right to use a service or group of services

2. Which of the following is NOT an objective of the Operations Management function?

A) Swift application of skills to diagnose any IT Operations failures that occur
B) First line Incident investigation and diagnosis logged by users
C) Maintenance of status quo to achieve stability of day to day processes and activities
D) Regular scrutiny and improvements to achieve improved service at reduced costs

3. Which of the following statements is CORRECT?

A) The configuration management system is part of the configuration management database
B) The configuration management system is part of the service knowledge management system
C) The service knowledge management system is part of the configuration management system
D) The configuration management system is part of the known error database

4. What type of improvement should be achieved by using the Deming Cycle?

A) Quick wins
B) Return on investment within 12 months
C) Rapid, one-off improvement
D) Steady, ongoing improvement

5. Which of the following could BEST be described as "A decision support and planning tool that projects
the likely consequences of a business action"?

A) A Problem model
B) A Service Improvement Plan (SIP)
C) A Business Case
D) A Request for Change (RFC)

Solutions: