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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of these is the BEST description of a release unit?

A) A metric for measuring the effectiveness of the Release and Deployment Management process
B) The portion of a service or IT infrastructure that is normally released together
C) The portion of a service or IT infrastructure that is changed by a particular release
D) The smallest part of a service or IT infrastructure that can be independently changed

2. Which of the following sentences BEST describes a Standard Change?

A) A change that correctly follows the required change process
B) A pre-authorized change that has an accepted and established procedure
C) A change to the service provider's established policies and guidelines
D) A change that is made as the result of an audit

3. Which of the following is the BEST definition of an Incident?

A) A warning that a threshold has been reached, something has changed, or a failure has occurred
B) Loss of ability to operate to specification, or to deliver the required output
C) An unplanned interruption to an IT service or reduction in the quality of an IT service
D) A change of state which has significance for the management of a Configuration Item or IT Service

4. What are the three Service Provider business models?

A) Internal Service provider, External Service provider, Shared Service Provider
B) Internal Service provider, Outsourced 3rd party and Off-shore party
C) Internal Service Operations provider, External Service Operations provider, Shared Service Unit
D) Internal Service provider, External Service provider, Outsourced 3rd Party

5. Which of the following is the BEST description of a Service-based Service Level Agreement (SLA)?

A) An agreement that covers service specific issues in a multi-level SLA structure
B) An agreement that covers one service for a single customer
C) An agreement that covers one service for all users of that service
D) An agreement with an individual customer group, covering all the services that they use

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