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Peoplecert ITIL V3 Foundation Sample Questions:

1. "Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services". These specialized organizational capabilities include which of the following?

A) Applications and Infrastructure
B) Markets and Customers
C) People, products and technology
D) Functions and Processes

2. Which process or function is responsible for the Definitive Media Library and Definitive Spares?

A) Facilities Management
B) Service Asset and Configuration Management
C) Access Management
D) Request Fulfilment

3. Customer perceptions and business outcomes help to define what?

A) Total cost of ownership
B) Customer satisfaction
C) Key performance indicators
D) The value of a service

4. Service Design emphasises the importance of the Four Ps'. Which of the following is a correct list of these Four Ps?

A) People, Potential, Products, Performance
B) Potential, Preparation, Performance, Profit
C) People, Process, Products, Partners
D) People, Products, Partners, Profit

5. Which of the following is concerned with fairness and transparency?

A) Service level management
B) Governance
C) Capacity management
D) Service design

Solutions: