Peoplecert CMS7 : ITIL V3 Foundation

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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of the following CANNOT be stored and managed by a tool?

A) Information
B) Data
C) Wisdom
D) Knowledge

2. Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?

A) Continual Service Improvement
B) Service Operation
C) Service Design
D) Service Strategy

3. Which of these is a reason for categorizing incidents?

A) To identify whether the user is entitled to log an incident for this particular service
B) To enable the incident management database to be partitioned for greater efficiency
C) To establish trends for use in Problem Management and other IT Service Management (ITSM) activities
D) To ensure that the correct priority is assigned to the incident

4. A Process Owner has been identified with an "I" in a RACI matrix. Which of the following would be expected of them?

A) Be kept up to date on the progress of an activity
B) Perform an activity
C) Manage an activity
D) Tell others about the progress of an activity

5. Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

A) Change Management
B) Problem Management
C) Service Level Management
D) Event Management

Solutions: