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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which process is responsible for monitoring an IT Service and detecting when the performance drops below acceptable limits?

A) Performance Management
B) Event Management
C) Service Level Management
D) Capacity Management

2. Which of the following statements BEST describes the aims of Release and Deployment Management?

A) To ensure that each Release package specified by Service Design consists of a set of related assets and service components that are compatible with each other
B) To record and manage deviations, risks and issues related to the new or changed service
C) To ensure that all Release and Deployment packages can be tracked, installed, tested, verified and/or uninstalled or backed out if appropriate
D) To build, test and deliver the capability to provide the services specified by Service Design and that will accomplish the stakeholders requirements and deliver the intended objectives

3. Which of these is the BEST description of a release unit?

A) The portion of a service or IT infrastructure that is changed by a particular release
B) A metric for measuring the effectiveness of the Release and Deployment Management process
C) The smallest part of a service or IT infrastructure that can be independently changed
D) The portion of a service or IT infrastructure that is normally released together

4. Which of the following is the correct set of steps for the continual service improvement model/approach?

A) Where do we want to be?; How do we get there?; How do we check we have arrived?; How do we keep the momentum going?
B) Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
C) Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
D) What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

5. Which of the following do major incidents require?

A) Less documentation
B) Separate procedures
C) Less urgency
D) Longer timescales

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