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Peoplecert ITIL V3 Foundation Sample Questions:
1. Which of these statements about Service Desk staff is CORRECT?
A) The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries
B) Service Desk staff should be recruited from people who have high levels of technical skill tominimize the cost of training them
C) Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained
D) The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles
2. Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT?
A) The Service Portfolio has information about all services; the Service Catalogue only has information about services which are live, or being prepared for deployment
B) The Service Catalogue has information about all services; the Service Portfolio only has information about services which are being considered for future development
C) Service Catalogue and Service Portfolio are different names for the same thing
D) The Service Catalogue only has information about services that are live, or being prepared for deployment; the Service Portfolio only has information about services which are being considered for future development
3. An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What imbalance does this represent?
A) Excessive focus on quality
B) Excessive focus on cost
C) Excessively reactive
D) Excessively proactive
4. Which of the following sentences BEST describes a Standard Change?
A) A change that is made as the result of an audit
B) A change to the service provider's established policies and guidelines
C) A change that correctly follows the required change process
D) A pre-authorized change that has an accepted and established procedure
5. Which of the following does the Availability Management process include?
1.Ensuring services are able to meet availability targets
2.Monitoring and reporting actual availability
3.Improvement activities, to ensure that services continue to meet or exceed their availability goals
A) 1 only
B) All of the above
C) 1 and 3 only
D) 1 and 2 only
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: D | Question # 5 Answer: B |

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