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Peoplecert ITIL Foundation (Version 5) Sample Questions:

1. What is the role of governance within the ITIL Service Value System?

A) To ensure organizational activities are directed and controlled
B) To perform day-to-day service operations
C) To define and manage process activities for service delivery
D) To provide detailed technical guidance for service design

2. Which of the following statements about value streams is INCORRECT?

A) Value streams continue to evolve over time
B) Value streams can involve multiple practices
C) Value streams are enabled and supported by the organization s value chain
D) Value streams should exclude suppliers

3. Which of the following dimension of product and service management addresses organizational and cross-organizational workflows?

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

4. Which statement about the 'band of visibility' is CORRECT?

A) It represents all aspects visible between provider and consumer organizations
B) It includes only the activities visible to the service provider
C) It defines the complete path of the customer's service journey
D) It applies exclusively to modern, technology-based digital service models

5. Which is an activity of the 'problem management' practice?

A) Prioritization of problems based on the risk that they pose
B) Restoration of normal service operation as quickly as possible
C) Resolution of incidents in a time that meets customer expectations
D) Authorization of changes to resolve the cause of problems

Solutions: