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Peoplecert ITIL Foundation (Version 5) Sample Questions:

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

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

2. An IT support engineer assisting a user in configuring their laptop is an example of which concept?

A) Service actions
B) Sustainability
C) Transfer of goods
D) Access to resources

3. Which BEST describes the relationship between digital services and digital products?

A) Digital products are service actions performed by providers
B) Digital services are always based on digital products
C) Digital services and digital products exist independently
D) Digital products are always based on digital services

4. An organization is planning to improve the existing service and wants to understand its current performance before making any changes. According to the principle 'Start where you are,' what could an organization consider when observing current performance of the service?

A) Avoid applying risk management when reusing existing processes
B) Identify who the consumer is and why they use the service
C) Select the right message and method to communicate with stakeholders
D) Involve people who have little or no prior knowledge of the service

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

Solutions: