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Peoplecert ITIL Foundation (Version 5) Sample Questions:

1. How do 'utility' and 'warranty' together support value co-creation?

A) Utility ensures the service is fit for purpose, while warranty ensures it is fit for use
B) Utility ensures the service is fit for use, while warranty ensures it is fit for purpose
C) Utility and warranty apply only to products, not services
D) Utility focuses on cost control, while warranty focuses on risk avoidance

2. What is a problem?

A) An unplanned service interruption
B) Root cause of one or more incidents
C) An incident that impacts critical services
D) A service access request from users

3. 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 meet the agreed requirements
D) The service will continually meet requirements for environmental responsibility

4. An organization is planning to improve the existing service and wants to understand its current performance before making any changes. According to the principle 'Start where you are,' what could an organization consider when observing current performance of the service?

A) Involve people who have little or no prior knowledge of the service
B) Identify who the consumer is and why they use the service
C) Avoid applying risk management when reusing existing processes
D) Select the right message and method to communicate with stakeholders

5. What does a product specification primarily describe?

A) Critical aspects, requirements, and characteristics of a product
B) The initial creation used for testing a product's design
C) The ability of a system to remain operational
D) The process of merging code into a central repository

Solutions: