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Peoplecert ITIL Foundation (Version 5) Sample Questions:

1. Which metric is MOST appropriate for assessing the success of the 'build' value chain activity?

A) Quality of the product solutions
B) Percentage of service requests fulfilled on first contact
C) Number of incidents resolved within agreed targets
D) Customer satisfaction score after service delivery

2. What does ITIL emphasize as a key difference between Value stream mapping' and Value stream management?

A) Mapping applies to services, while management applies to products
B) Mapping identifies how value flows, while management ensures the value stream performs effectively over time
C) Mapping is used only for reporting, while management is used only for auditing
D) Mapping focuses on cost control, while management focuses on risk avoidance

3. What is service quality most concerned with?

A) How quickly incidents are resolved
B) How well a service meets agreed requirements and expectations
C) The social responsibility of a service provider
D) The speed of service development

4. Which statement regarding a partnership relationship is TRUE?

A) It involves bespoke services with a focus on innovation and growth
B) It focuses mainly on operational efficiency and uses standardized contracts
C) It provides commercial off-the-shelf services for a wide range of consumers
D) It focuses on operational and tactical level not on strategic level

5. What does sustainability assure in the context of a service or product?

A) The service supports the performance of the consumer
B) The service delivers the required functionality to meet business needs
C) The service will continually meet requirements for environmental responsibility
D) The service will meet the agreed requirements

Solutions: