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Peoplecert ITIL V3 Foundation Sample Questions:

1. What is the BEST description of an Operational Level Agreement (OLA)?

A) An agreement between the service provider and another part of the same organization
B) An agreement between the service provider and an external organization
C) A document that describes to a customer how services will be operated on a day-to-day basis
D) A document that describes business services to operational staff

2. There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below?
1.Progress
2.Effectiveness
3.Efficiency
4.?

A) Conformance
B) Compliance
C) Capacity
D) Cost

3. Which of the following are Service Desk organizational structures?
1.Local Service Desk
2.Virtual Service Desk
3.IT Help Desk
4.Follow the Sun

A) 1, 2 and 3 only
B) 2, 3 and 4 only
C) 1, 3 and 4 only
D) 1, 2 and 4 only

4. The information that is passed to service transition to enable the implementation of a new service is called what?

A) A service level package (SLP)
B) A service design package (SDP)
C) A service transition package (STP)
D) A new service package (NSP)

5. To add value to the business, what are the four reasons to monitor and measure?

A) Validate; Direct; Justify; Intervene
B) Evaluate; Diagnose; Justify; Intervene
C) Evaluate; Direct; Justify; Improve
D) Validate; Direct; Justify; Improve

Solutions: