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Peoplecert ITIL V3 Foundation Sample Questions:

1. How does Problem Management work with Change Management?

A) By working with users to change their IT configurations
B) By installing changes to fix problems
C) By issuing RFCs for permanent solutions
D) By negotiating with Incident Management for changes in IT for Problem resolution

2. Match the following activities with the Deming Cycle stages
1.Monitor, Measure and Review
2.Continual Improvement
3.Implement Initiatives
4.Plan for Improvement

A) 3 Plan, 2 Do, 4 Check, 1 Act
B) 2 Plan, 3 Do, 4 Check, 1 Act
C) 1 Plan, 2 Do, 3 Check, 4 Act
D) 4 Plan, 3 Do, 1 Check, 2 Act

3. Which process contains the Business, Service and Component sub-processes?

A) Financial Management
B) Capacity Management
C) Service Level Management
D) Incident Management

4. Effective release and deployment management enables the service provider to add value to the business by?

A) Ensures that the fastest servers are purchased
B) Verifying the accuracy of all items in the configuration management database
C) Delivering change, faster and at optimum cost and minimized risk
D) Ensuring that all assets are accounted for

5. Which of the following models would be MOST useful in helping to define roles and responsibilities in an organization structure?

A) The Deming Cycle
B) RACI model
C) Incident model
D) Continual service improvement (CSI) model

Solutions: