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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| ITIL Service Lifecycle | 20% | - Service Operation - Service Design - Service Strategy - Service Transition - Continual Service Improvement |
| Generic Concepts and Definitions | 10% | - Service Level Agreements - Service Assets and Configuration - Key Terminology |
| Service Management as a Practice | 15% | - Governance and Best Practice - Concept of Service and Service Management - Stakeholders and Value Creation |
| Key Principles and Models | 15% | - Governance Model - Process Model - Service Portfolio - Deming Cycle |
| Technology and Architecture | 5% | - Enabling Technology - Architectural Considerations |
| Functions and Roles | 10% | - Service Desk - Key Roles - IT Operations Management - Technical Management - Application Management |
| Selected ITIL Processes | 25% | - Change Management - Problem Management - Release and Deployment Management - Service Asset and Configuration Management - Incident Management - Service Level Management |
Peoplecert ITIL V3 Foundation Sample Questions:
1. 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
A) 1 and 2 only
B) 1 and 3 only
C) 2 and 3 only
D) All of the above
2. Which of the following is NOT a valid objective of Request Fulfillment?
A) To update the Service Catalogue with services that may be requested through the Service Desk
B) To source and deliver the components of standard services that have been requested
C) To provide a channel for users to request and receive standard services
D) To provide information to users about what services are available and how to request them
3. Application Management plays a role in all applications. One of the key decisions to which they contribute is?
A) Where the vendor of an application is located
B) Who the vendor of the storage devices will be
C) Should application development be outsourced
D) Whether to buy an application or build it
4. Which of the following is commonly found in a contract underpinning an IT service?
1.Financial arrangements related to the contract
2.Description of the goods or service provided
3. Responsibilities and dependencies for both parties
A) 1 and 2 only
B) 1 and 3 only
C) 2 and 3 only
D) All of the above
5. Who is responsible for defining Key Performance Indicators for Change Management?
A) The Change Management Process Owner
B) The Continual Service Improvement Manager
C) The Change Advisory Board (CAB)
D) The Service Owner
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: D | Question # 5 Answer: D |
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