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Peoplecert ITILFNDv5 Exam Syllabus Topics:

Peoplecert ITIL Foundation (Version 5) Sample Questions:

1. Which practice is MOST likely to benefit from the use of chatbots?

A) Change enablement
B) Service desk
C) Continual improvement
D) Service level management

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

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

3. A printer is delivered to a customer, while ongoing maintenance and support are provided by the supplier. Which combination of service interactions is shown in this situation?

A) Transfer of goods and service journey
B) Access to resources and service actions
C) Transfer of goods and service actions
D) Service offering and service actions

4. Which is an activity of the 'problem management' practice?

A) Resolution of incidents in a time that meets customer expectations
B) Restoration of normal service operation as quickly as possible
C) Prioritization of problems based on the risk that they pose
D) Authorization of changes to resolve the cause of problems

5. Which of the following statements about value streams is INCORRECT?

A) Value streams are enabled and supported by the organization s value chain
B) Value streams can involve multiple practices
C) Value streams continue to evolve over time
D) Value streams should exclude suppliers

Solutions: