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Peoplecert ITIL V3 Foundation Sample Questions:

1. What is the name of the area where the definitive authorized versions of all media Configuration Items(Cls) are stored and protected?

A) Software Secure Library
B) Definitive Software Store
C) Service Knowledge Management System
D) Definitive Media Library

2. Which of the following is NOT defined as part of every process?

A) Functions
B) Inputs and outputs
C) Roles
D) Metrics

3. The positive effect that customers perceive a service can have on their business outcomes is referred to as what?

A) The utility of a service
B) Return on investment
C) The economic value of a service
D) The warranty of a service

4. Which of the following BEST describes a 'Major Incident'?

A) An Incident that is so complex that it requires root cause analysis before any workaround can be found
B) An Incident that is so complex that the Service Desk takes longer than five times the normal time to log it
C) An Incident which has a high impact on the business
D) An Incident which requires a large number of people to resolve

5. Which of the following statements is CORRECT?

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

Solutions: