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Peoplecert ITIL Foundation (Version 5) Sample Questions:

1. When is the earliest that a workaround can be documented in 'problem management'?

A) After the problem has been resolved
B) After the problem has been analyzed
C) After the problem has been prioritized
D) After the problem has been logged

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

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

3. A telecom provider designs an enterprise package that combines internet, VoIP, network security and technical support. Which concept does this illustrate?

A) Access to resources
B) Service offering
C) Transfer of goods
D) Service action

4. Which service value chain activity relates with buying new products?

A) Obtain/build
B) Engage
C) Improve
D) Plan

5. Which of the following statements about value streams is INCORRECT?

A) Value streams are enabled and supported by the organization s value chain
B) Value streams continue to evolve over time
C) Value streams should exclude suppliers
D) Value streams can involve multiple practices

Solutions: