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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 operating model replaces the organization's purpose once the value chain is defined
B) The purpose and operating model are unrelated because one focuses on customers and the other on internal processes
C) The organization's purpose determines why it exists, while the operating model shows how it fulfils that purpose
D) The operating model defines the organization's financial strategy to achieve its purpose
2. According to the ITIL Guiding Principle 'Start where you are', what is the MAIN risk of starting over without considering what is already available when improving a service?
A) Wasting time and losing valuable existing capabilities and resources
B) Losing opportunities for collaboration and shared understanding across teams
C) Failing to gather feedback needed to guide gradual improvement
D) Overcomplicating solutions by ignoring practical, simple approaches
3. Which practice has the purpose of ensuring that the organization's suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services?
A) Supplier management
B) Relationship management
C) Service management
D) Release management
4. Which of the following is TRUE regarding services and desired outcomes?
A) Services always result in positive effects without exceptions
B) Services completely eliminate risks associated with achieving outcomes
C) Services may have unintended and surprising outcomes, both positive and negative
D) Services guarantee that all intended outcomes will be achieved
5. Which of the following is typically used to establish a shared understanding of expected and achieved service quality?
A) Product and service roadmaps
B) Service level agreement
C) Product specification
D) Service level requirements
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: B |






