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Peoplecert ITIL Foundation (Version 5) Sample Questions (Q108-Q113):
NEW QUESTION # 108
What influences whether a service is perceived as valuable by a consumer?
- A. The extent to which the positive effects of the service outweigh the negative ones
- B. The amount of money the service provider invests in resources
- C. The number of providers delivering the service to the consumer
- D. The service provider's ability to minimize their operational costs
Answer: A
Explanation:
A service is perceived as valuable when its positive effects outweigh its negative effects for the consumer. That is why option C is correct. In ITIL, value is not defined only by what the provider delivers. It depends on the consumer's perception of benefits, usefulness, and importance.
Consumers evaluate whether the service helps them achieve desired outcomes while optimizing associated costs and risks. Even a technically strong service may be seen as low value if it is hard to use, unreliable, expensive, or creates unwanted effort. Conversely, a service with well- balanced utility, warranty, sustainability, and experience may be seen as highly valuable. Provider investment or internal efficiency alone does not determine value. ITIL places emphasis on outcomes and stakeholder perception, which is why consumer judgment about net positive effect is central.
NEW QUESTION # 109
Which of the following activities BEST represents transfer of goods in a service offering?
- A. A customer receives advice from a helpdesk agent
- B. A service provider supplies new laptops to the customer
- C. A team attends a virtual training session
- D. A cloud user accesses shared online storage
Answer: B
Explanation:
Transfer of goods involves the provision of ownership of physical items from the service provider to the consumer. Supplying new laptops represents the transfer of tangible goods as part of the service offering.
NEW QUESTION # 110
Why do many digital service providers aim to reduce or eliminate service actions?
- A. To ensure every service interaction is handled manually for better control
- B. To comply with financial and regulatory policies
- C. To streamline operations and increase consistency by relying more on automation
- D. To strengthen direct personal engagement between users and support staff
Answer: C
Explanation:
Many digital service providers aim to reduce or eliminate service actions to streamline operations and increase consistency by relying more on automation, enabling faster, more reliable, and scalable service delivery with less manual intervention.
NEW QUESTION # 111
Which role authorizes budget for a service in a service relationship?
- A. User
- B. Sponsor
- C. Product vendor
- D. Customer
Answer: B
Explanation:
The sponsor is the role that authorizes the budget for a service, so option C is correct. In ITIL, different stakeholders in a service relationship have different responsibilities. The customer defines requirements and is accountable for the outcomes of service consumption. Users are the people who actually use the service. The sponsor is the person or group that authorizes funding and provides financial support for the service. This role is important because value co-creation depends not only on usage and outcomes, but also on the commitment of resources needed to obtain and sustain the service. A product vendor may provide or support a product, but that does not automatically make them the budget authority in the consumer organization. Therefore, the sponsor is the role most clearly linked to budget authorization.
NEW QUESTION # 112
Which chapter of a practice guide provides recommendations for the successful automation of the practice?
- A. Value streams and processes
- B. Information and technology
- C. Partners and suppliers
- D. Organizations and people
Answer: B
Explanation:
The Information and technology chapter of a practice guide provides recommendations for the successful automation of the practice, as it addresses the tools, systems, and technological considerations that enable and support automation.
NEW QUESTION # 113
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