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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which is the first step in the 7 Step Improvement Process?

A) Identify gaps in Service Level Agreement (SLA) achievement
B) Where are we now?
C) Define what you should measure
D) Prepare for action

2. Which is the CORRECT list for the three levels of a multi level Service Level Agreement(SLA)?

A) Corporate, Customer, Technology
B) Corporate, Customer, Service
C) Service, User, IT
D) Technology, Customer, User

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

4. Which of the following is NOT an objective of problem management?

A) Preventing problems and resulting incidents from happening
B) Minimizing the impact of incidents that cannot be prevented
C) Restoring normal service operation as quickly as possible
D) Eliminating recurring incidents

5. Which of the following statements BEST describes a Definitive Media Library (DML)?

A) A secure library where definitive authorized versions of all software and back-ups are stored and protected
B) A secure location where definitive hardware spares are held
C) A secure library where definitive authorized versions of all media Configuration Items (CIs) are stored and protected
D) A secure electronic library that contains all copies of software and licenses

Solutions: