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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Management as a Practice | - Role of service management - Definition of services and customers - Concept of best practices in service management |
| Processes and Functions | - Functions such as service desk, technical management - Key ITIL processes and their purposes |
| Service Lifecycle | - Service Strategy - Continual Service Improvement - Service Design - Service Operation - Service Transition |
Peoplecert ITIL V3 Foundation Sample Questions:
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. 2 and 3 only
- B. 1 and 2 only
- C. All of the above
- D. 1 and 3 only
Correct Answer: C 🗳️
What are the processes within Service Operation?
- A. Incident Management, Service Desk, Request Fulfillment, Access Management and Event Management
- B. Incident Management, Problem Management, Service Desk, Request Fulfillment and Management
- C. Event Management, Incident Management, Problem Management, Request Fulfillment and Access Management
- D. Event Management, Incident Management. Change Management and Access Management
Correct Answer: C 🗳️
Which of the following is NOT a benefit of using public frameworks and standards?
- A. They are validated across a wide range of environments making them more robust
- B. Knowledge of public frameworks is more likely to be widely distributed
- C. They make collaboration between organizations easier by giving a common language
- D. They are always free ensuring they can be implemented quickly
Correct Answer: D 🗳️
Which of the following is NOT part of the Service Design phase of the Service Lifecycle?
- A. Produce and maintain all necessary Service Transition packages
- B. Measuring the effectiveness and efficiency of Service Design and the supporting processes
- C. Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced
- D. Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization
Correct Answer: A 🗳️
Availability Management is responsible for availability of the:
- A. Services and Business Processes
- B. Services, Components and Business Processes
- C. Services and Components
- D. Components and Business Processes
Correct Answer: C 🗳️
