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Peoplecert ITIL V3 Foundation Sample Questions:

1. Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analyzed from which other area of the lifecycle in order to answer the question "Did we get there?"?

A) Service Design
B) Service Operation
C) Service Strategy
D) Service Transition

2. A Service Design Package should be produced for which of the following?
1.A new IT service
2.A major change to an IT service
3.An Emergency Change to an IT service
4.An IT service retirement

A) All of the above
B) 1, 3 and 4 only
C) 1, 2 and 3 only
D) 1, 2 and 4 only

3. Which stage of the Change Management process deals with what should be done if the change is unsuccessful?

A) Review and Close
B) Categorization
C) Remediation Planning
D) Prioritization

4. Customer perceptions and business outcomes help to define what?

A) Total cost of ownership (TCO)
B) Key performance indicators (KPIs)
C) Governance
D) The value of a service

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

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

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