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Peoplecert ITIL Foundation (Version 5) Sample Questions (Q74-Q79):

NEW QUESTION # 74
Which BEST explains why an organization might choose to engage external suppliers?

Answer: C

Explanation:
An organization may engage external suppliers to obtain specialized capabilities, expertise, or resources that are difficult, costly, or time-consuming to develop internally, thereby enhancing its ability to deliver value.


NEW QUESTION # 75
How do service providers contribute to the creation of service value for consumers?

Answer: C

Explanation:
Service providers contribute to service value by reducing risks and providing specialized resources and capabilities that consumers may not possess, enabling consumers to achieve desired outcomes more effectively.


NEW QUESTION # 76
What is a problem?

Answer: B

Explanation:
A problem is the cause, or potential cause, of one or more incidents, which makes option B correct. ITIL clearly distinguishes problem management from incident management. Incident management focuses on restoring service quickly after an interruption or degradation. Problem management looks more deeply at why incidents happened and how similar incidents can be prevented in the future. This is why the root cause idea is central to the definition of a problem.
An unplanned interruption is an incident, not a problem. A user request is a service request. A critical incident is still an incident, even if its impact is high. By separating incidents from problems, ITIL enables organizations to both restore service rapidly and reduce repeat disruption through analysis, learning, and long-term corrective actions.


NEW QUESTION # 77
An IT support engineer assisting a user in configuring their laptop is an example of which concept?

Answer: A

Explanation:
This is an example of service actions, which makes option B correct. In ITIL, service relationships can involve access to resources, transfer of goods, and service actions. Service actions are activities performed by the provider, or jointly by provider and consumer, to help users achieve outcomes. Assisting a user with configuring a laptop clearly involves active support and direct interaction, so it fits the service actions category. It is not transfer of goods, because the key interaction is not about handing over a physical item. It is not sustainability, which relates to environmental, social, and economic responsibility. It is also not simply access to resources, because the engineer is doing more than just granting access. The assistance itself is the value- creating action in this scenario.


NEW QUESTION # 78
What does a product specification primarily describe?

Answer: B

Explanation:
A product specification primarily describes the critical aspects, requirements, and characteristics of a product, so option A is correct. It provides a formal reference that explains what the product must include, how it should perform, and what constraints or acceptance criteria apply. This helps create shared understanding among designers, developers, testers, managers, and other stakeholders.


NEW QUESTION # 79
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