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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Technology and Architecture | 5% | - Enabling Technology - Architectural Considerations |
| Functions and Roles | 10% | - IT Operations Management - Key Roles - Technical Management - Application Management - Service Desk |
| ITIL Service Lifecycle | 20% | - Service Operation - Service Design - Service Strategy - Continual Service Improvement - Service Transition |
| Selected ITIL Processes | 25% | - Service Asset and Configuration Management - Incident Management - Change Management - Release and Deployment Management - Service Level Management - Problem Management |
| Key Principles and Models | 15% | - Governance Model - Process Model - Service Portfolio - Deming Cycle |
| Generic Concepts and Definitions | 10% | - Service Assets and Configuration - Key Terminology - Service Level Agreements |
| Service Management as a Practice | 15% | - Governance and Best Practice - Concept of Service and Service Management - Stakeholders and Value Creation |
Peoplecert ITIL V3 Foundation Sample Questions:
1. Which of the following statements is CORRECT?
A) Service owners are more important to service management than process owners
B) Process owners and service owners are not required within the same organization
C) Service owners are as important to service management as process owners
D) Process owners are more important to service management than service owners
2. Identify the input to the Problem Management process
A) Incident Records
B) Problem Resolution
C) Request for Change
D) New Known Errors
3. Which of the following statements is CORRECT?
A) The Configuration Management System is part of the Configuration Management Database
B) The Service Knowledge Management System is part of the Configuration Management System
C) The Configuration Management System is part of the Service Knowledge Management system
D) The Configuration Management System is part of the Known Error Data Base
4. Which of the following is the BEST description of a Service-based Service Level Agreement (SLA)?
A) An agreement that covers one service for a single customer
B) An agreement with an individual customer group, covering all the services that they use
C) An agreement that covers service specific issues in a multi-level SLA structure
D) An agreement that covers one service for all users of that service
5. The group that authorizes changes that must be installed faster than the normal process is called the?
A) Emergency CAB (ECAB)
B) Urgent Change Authority (UCA)
C) Urgent Change Board (UCB)
D) CAB Emergency Committee (CAB/EC)
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: A |
