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Peoplecert ITIL Foundation (Version 5) Sample Questions:

1. Which of the following statements about 'outcomes' is TRUE?

A) An outcome depends on at least one output to deliver a result
B) The level of expenses regarding a technology for a service is defined by an outcome
C) Outcomes provide assurance to stakeholders regarding the performance of a service
D) The delivery of products to a stakeholder is enabled by outcomes

2. Which of the following activities BEST represents transfer of goods in a service offering?

A) A customer receives advice from a helpdesk agent
B) A cloud user accesses shared online storage
C) A team attends a virtual training session
D) A service provider supplies new laptops to the customer

3. A company plans an improvement initiative and ensures it is clearly linked to organizational goals and objectives. Which continual improvement step is being performed?

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

4. Why do many digital service providers aim to reduce or eliminate service actions?

A) To strengthen direct personal engagement between users and support staff
B) To ensure every service interaction is handled manually for better control
C) To streamline operations and increase consistency by relying more on automation
D) To comply with financial and regulatory policies

5. Which of the following is NOT a success metric of 'discover' activity?

A) Market relevance of the products and service offerings
B) Service performance against the agreed SLA targets
C) Stakeholder satisfaction with products and service offerings
D) Strategic fit of the organization's products and service offerings

Solutions: