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Peoplecert ITIL Foundation (Version 5) Sample Questions:

1. Which is the main form of service interaction between service consumers and digital services?

A) Service actions
B) Transfer of goods
C) Access to resources
D) Delivery of goods

2. Which of the following statements about 'outcomes' is TRUE?

A) An outcome depends on at least one output to deliver a result
B) The delivery of products to a stakeholder is enabled by outcomes
C) The level of expenses regarding a technology for a service is defined by an outcome
D) Outcomes provide assurance to stakeholders regarding the performance of a service

3. What does ITIL emphasize as a key difference between Value stream mapping' and Value stream management?

A) Mapping applies to services, while management applies to products
B) Mapping is used only for reporting, while management is used only for auditing
C) Mapping identifies how value flows, while management ensures the value stream performs effectively over time
D) Mapping focuses on cost control, while management focuses on risk avoidance

4. When is the earliest that a workaround can be documented in 'problem management'?

A) After the problem has been resolved
B) After the problem has been analyzed
C) After the problem has been logged
D) After the problem has been prioritized

5. What is the purpose of the 'support' activity?

A) To design service architectures
B) To discover new business opportunities
C) To build solution components
D) To assist users and maintain service performance

Solutions: