Peoplecert ITIL Foundation (Version 5) : ITILFNDv5

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Peoplecert ITIL Foundation (Version 5) Sample Questions:

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

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

2. What BEST describes a Service Level Agreement (SLA)?

A) A documented agreement between a service provider and a customer that identifies services and their agreed levels
B) A guideline document for internal IT teams without customer involvement
C) A legal contract between two vendors regulating financial penalties
D) An informal discussion between users and service providers about expectations

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

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

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

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

5. Which is the main form of service interaction between service consumers and digital services?

A) Access to resources
B) Transfer of goods
C) Service actions
D) Delivery of goods

Solutions: