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Peoplecert ITIL Foundation (Version 5) Sample Questions:

1. Which of the following BEST describes an operating model?

A) A set of organizational resources designed for performing specific work or achieving a particular objective
B) A conceptual and visual representation of how an organization co-creates value with its customers
C) A set of rules that ensures consistent decision-making and accountability within the organization
D) A recommendation that guides an organization's actions and decisions in all circumstances

2. How should the ITIL Guiding Principle 'collaborate and promote visibility' be applied?

A) By capturing feedback after each iteration
B) By involving stakeholders and sharing information with them
C) By reusing existing processes wherever possible
D) By limiting communication to management only

3. A team is gathering customer feedback and measuring current service response times to understand its existing performance. Which step of the continual improvement model does this activity represent?

A) Where are we now?
B) What is the vision?
C) Where do we want to be?
D) Take action

4. Which of the following is a key success metric for 'Transition' activity?

A) Quality of the resources and services outsourced from suppliers
B) Speed of normal service restoration
C) Service performance against the agreed SLA targets
D) Number and impact of deployment errors

5. What BEST describes a Service Level Agreement (SLA)?

A) An informal discussion between users and service providers about expectations
B) A documented agreement between a service provider and a customer that identifies services and their agreed levels
C) A guideline document for internal IT teams without customer involvement
D) A legal contract between two vendors regulating financial penalties

Solutions: