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Peoplecert ITIL Foundation (Version 5) Sample Questions:

1. Which statement BEST explains the relationship between an organization's purpose and its operating model?

A) The purpose and operating model are unrelated because one focuses on customers and the other on internal processes
B) The organization's purpose determines why it exists, while the operating model shows how it fulfils that purpose
C) The operating model replaces the organization's purpose once the value chain is defined
D) The operating model defines the organization's financial strategy to achieve its purpose

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

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

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

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

4. Which is a key requirement for successful service level agreements (SLAs)?

A) They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service
B) They should be based on system-based metrics which are useful to the service provider
C) They should be written using language and terms which all parties will understand
D) They should avoid ambiguous targets such as those relating to user experience

5. Which dimension of product and service management is directly influenced by leadership commitment to psychological safety and continual learning?

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

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