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Peoplecert ITIL Foundation (Version 5) Sample Questions:

1. Identity the missing word in the following sentence
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed

A) organizations
B) services
C) outcomes
D) relationships

2. What is the primary purpose of a product in ITIL digital product and service management?

A) To ensure regulatory compliance across digital services
B) To replace service management practices with product management
C) To offer value to consumers through a defined configuration of resources
D) To enable value co-creation by facilitating outcomes that customers want to achieve

3. Which of the following is typically used to establish a shared understanding of expected and achieved service quality?

A) Product and service roadmaps
B) Service level agreement
C) Product specification
D) Service level requirements

4. A team is gathering customer feedback and measuring current service response times to understand its existing performance. Which step of the continual improvement model does this activity represent?

A) What is the vision?
B) Where are we now?
C) Where do we want to be?
D) Take action

5. Which of the following is a key success metric for the 'acquire' activity?

A) Service performance against the agreed SLA targets
B) Negative impact of changes on service availability and performance
C) Number and impact of incidents and performance deviations
D) Quality of the resources and services outsourced from suppliers

Solutions: