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Peoplecert ITIL Foundation (Version 5) Sample Questions:

1. Which statement BEST describes service quality?

A) The functionality provided by a product or service to meet a particular need
B) The totality of characteristics of a service that determine its ability to satisfy stated needs
C) A documented agreement between a service provider and a customer
D) The assurance that a service will meet agreed requirements and is fit for use

2. Which role authorizes budget for a service in a service relationship?

A) User
B) Customer
C) Sponsor
D) Product vendor

3. According to the 'Focus on value' ITIL Guiding Principle, all organizational activities should link back to what?

A) Market share dominance
B) Increased revenue only
C) Benefits for organization, its customers, and stakeholders
D) Employee satisfaction

4. Which ITIL concept includes governance, practices, and continual improvement?

A) The 'focus on value' ITIL Guiding Principle
B) The 'value streams and processes' dimension
C) The 'deliver' and 'support' value chain activities
D) The ITIL Value System

5. Which term describes 'what an organization does for its consumers and other stakeholders and why?

A) Operating model
B) Value stream
C) Value chain
D) Organization's purpose

Solutions: