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Peoplecert ITIL Foundation (Version 5) Sample Questions:

1. Which element of the operating model refers to third parties contributing to value creation activities?

A) Organizations and people
B) Partners and suppliers
C) Value streams and processes
D) Value chain

2. Which will help solve incidents more quickly?

A) Detailed procedural steps for incident investigation
B) Target resolution times
C) Escalating all incidents to support teams
D) Collaboration between teams

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

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

4. How does ITIL describe the way the Guiding Principles should be applied together?

A) They should be applied independent of each other
B) They should be used collectively and balanced based on the situation
C) They replace the need for governance and management practices
D) They should be applied one at a time in a fixed sequence

5. Which of the following is a key success metric for the 'acquire' activity?

A) Number and impact of incidents and performance deviations
B) Service performance against the agreed SLA targets
C) Quality of the resources and services outsourced from suppliers
D) Negative impact of changes on service availability and performance

Solutions: