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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of the following provides the PRIMARY source of guidance on what needs to be protected by information security management?

A) the change manager
B) Business management
C) Service desk manager
D) IT management

2. Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:

A) People, Process, Products, Technology
B) People, Process, Partners, Suppliers
C) People, Process, Products, Partners
D) People, Products, Technology, Partners

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

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

4. What is the Service Pipeline?

A) All complex multi-user services
B) All services that are contained within the Service Level Agreement (SLA)
C) All services that are at a conceptual or development stage
D) All services except those that have been retired

5. What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

A) Configuration Baseline
B) Asset Baseline
C) Project Baseline
D) Change Baseline

Solutions: