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Peoplecert ITIL V3 Foundation Sample Questions:
1. What is a RACI model used for?
A) Defining roles and responsibilities
B) Recording Configuration Items
C) Performance analysis
D) Monitoring services
2. What does a service always deliver to customers?
A) Infrastructure
B) Value
C) Resources
D) Applications
3. Which is the first step in the 7 Step Improvement Process?
A) Prepare for action
B) Where are we now?
C) Define what you should measure
D) Identify gaps in Service Level Agreement (SLA) achievement
4. Which of the following activities are carried out in the "Where do we want to be?" step of the continual service improvement (CSI) model / approach?
A) Reviewing measurable improvements
B) Creating a baseline
C) Implementing service and process improvements
D) Defining measurable targets
5. A change process model should include:
1 - The steps that should be taken to handle the change with any dependences or co-processing defined, including handling issues and unexpected events
2 - Responsibilities; who should do what, including escalation
3 - Timescales and thresholds for completion of the actions
4 - Complaints procedures
A) 1 and 2 only
B) All of the above
C) 1, 2 and 4 only
D) 1, 2 and 3 only
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: D |





