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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of the following options is a hierarchy that is used in Knowledge Management?

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

2. What are the three Service Provider business models?

A) Internal Service Operations provider, External Service Operations provider, Shared Service Unit
B) Internal Service provider, External Service provider, Shared Service Provider
C) Internal Service provider, External Service provider, Outsourced 3rd Party
D) Internal Service provider, Outsourced 3rd party and Off-shore party

3. The Supplier Management process includes:
1: Service Design activities, to ensure that contracts will be able to support the service requirements
2: Service Operation activities, to monitor and report supplier achievements
3:
Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of the business

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

4. Match the following activities with the Deming Cycle stages
1.Monitor, Measure and Review
2.Continual Improvement
3.Implement Initiatives
4.Plan for Improvement

A) 2 Plan, 3 Do, 4 Check, 1 Act
B) 1 Plan, 2 Do, 3 Check, 4 Act
C) 4 Plan, 3 Do, 1 Check, 2 Act
D) 3 Plan, 2 Do, 4 Check, 1 Act

5. Which of the following is an objective of Release and Deployment Management?

A) To standardize methods and procedures used for efficient and prompt handling of all Changes
B) To define and agree release and deployment plans with customers and stakeholders
C) To ensure that overall business risk of Change is optimized
D) To ensure all changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management System (CMS)

Solutions: