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Peoplecert ITIL Foundation (Version 5) Sample Questions:

1. Which value chain activity ensures a shared understanding of the current status and required direction for all products and services?

A) Design and transition
B) Deliver and support
C) Plan
D) Improve

2. Which is a key requirement for successful service level agreements (SLAs)?

A) They should be based on system-based metrics which are useful to the service provider
B) They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service
C) They should be written using language and terms which all parties will understand
D) They should avoid ambiguous targets such as those relating to user experience

3. An organization wants to evaluate how well the 'transition' value chain activity is performing.
Which metric would best support this evaluation?

A) Percentage of value streams mapped
B) Average cost per service request
C) Success rate of releases deployed into the live environment
D) Number of ideas generated for new services

4. Which activity has the purpose of developing, integrating, and testing digital products to transform designs into functional solutions?

A) Build
B) Support
C) Discover
D) Operate

5. Which of the following BEST describes an outcome in a service relationship?

A) A tangible or intangible deliverable created during a service activity
B) A specific task completed by the service provider as part of service delivery
C) A software product provided to the consumer by the service provider
D) A result achieved by a stakeholder through the use of at least one output

Solutions: