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Peoplecert ITIL Foundation (Version 5) Sample Questions:

1. Which will help solve incidents more quickly?

A) Escalating all incidents to support teams
B) Collaboration between teams
C) Target resolution times
D) Detailed procedural steps for incident investigation

2. A telecom provider designs an enterprise package that combines internet, VoIP, network security and technical support. Which concept does this illustrate?

A) Transfer of goods
B) Service offering
C) Service action
D) Access to resources

3. Which of the following is NOT one of the steps in value stream mapping?

A) Mapping a 'to-be' value stream
B) Mapping of the 'as-is' value stream
C) Value stream identification
D) Value stream management

4. Which of the following is TRUE about value co-creation?

A) Value is defined and consumed by a service provider
B) value is created independently of service relationships
C) Value is created only by the service provider and delivered to the consumer
D) Value is created jointly through interactions between service providers and service consumers

5. How should the ITIL Guiding Principle 'optimize and automate' be applied?

A) By replacing people with technology across all functions
B) By automating all activities immediately
C) By optimizing processes before automating them
D) By automating processes before optimizing them

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