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Peoplecert ITIL Foundation (Version 5) Sample Questions:

1. A design team is creating a new workflow and tries to account for every possible exception. What is the consequence of designing the workflow in this way?

A) Achieving stronger overall risk control
B) Ensuring employees always follow processes without question
C) Creating unnecessary complexity
D) Delivering outcomes more quickly and consistently

2. Which of the following is a part of purpose of'deliver' activity?

A) Obtaining supplier resources
B) Monitoring support systems
C) Designing product prototypes
D) Managing user onboarding

3. What is the PRIMARY purpose of the 'acquire' activity?

A) Provide services and manage user onboarding
B) Resolve incidents and fulfil recovery procedures
C) Secure and allocate necessary resources efficiently
D) Create functional prototypes for testing

4. What is the primary role of a digital service?

A) To enable value co-creation by facilitating customer outcomes
B) To ensure compliance with policies and external regulations
C) To define processes and workflows for value creation
D) To replace product management practices with service management

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

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

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