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PEOPLECERT ITIL 2011 Foundation Exam (58) - PCERT Exam Questions

Last updated on June 20, 2026

97% Exam Compliance
324 Total Questions
1
Question
Which one of the following is the BEST description of a service level agreement (SLA)?
Options
A An agreement between the service provider and an internal organization
B An agreement between a service provider and an external supplier
C An agreement between the service provider and their customer
D The part of a contract that specifies the responsibilities of each party
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2
Question
Which of the following correctly states the relationship between urgency, priority and impact?
Options
A Priority should be based on impact and urgency
B Impact should be based on urgency and priority
C Urgency should be based on impact and priority
D Impact, priority and urgency are independent of each other
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3
Question
The design of IT services requires the effective and efficient use of “the four Ps”. What are these four Ps?
Options
A People, products, plans, partners
B Performance, process, products, plans
C People, process, products, partners
D People, process, partners, performance
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4
Question
Which of the following are the MAIN objectives of incident management?

1. To automatically detect service-affecting events

2. To restore normal service operation as quickly as possible

3. To minimize adverse impacts on business operations
Options
A 1 and 3 only
B 2 and 3 only
C All of the above
D 1 and 2 only
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5
Question
Which one of the following is the BEST description of a relationship in service asset and configuration management?
Options
A Defines which software should be installed on a particular piece of hardware
B Defines how version numbers should be used in a release
C Describes how the configuration items (CIs) work together to deliver the services
D Describes the topography of the hardware
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