Peoplecert Certification ITILFNDv5

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Peoplecert ITIL Foundation (Version 5) Sample Questions:

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

2. Which of the following describes a management practice?

A) A series of steps that an organization uses to create and deliver products
B) A set of organizational resources and capabilities designed to perform work or accomplish an objective
C) A set of interconnected activities that an organization performs to create and deliver products
D) A visual representation of how an organization co-creates value with stakeholders

3. Which of the following BEST describes an outcome in a service relationship?

A) A result achieved by a stakeholder through the use of at least one output
B) A tangible or intangible deliverable created during a service activity
C) A specific task completed by the service provider as part of service delivery
D) A software product provided to the consumer by the service provider

4. Which statement BEST describes service quality?

A) The assurance that a service will meet agreed requirements and is fit for use
B) The totality of characteristics of a service that determine its ability to satisfy stated needs
C) The functionality provided by a product or service to meet a particular need
D) A documented agreement between a service provider and a customer

5. Which chapter of a practice guide provides recommendations for the successful automation of the practice?

A) Organizations and people
B) Value streams and processes
C) Information and technology
D) Partners and suppliers

Solutions: