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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Lifecycle | - Service Strategy - Continual Service Improvement - Service Operation - Service Transition - Service Design |
| Topic 2: Processes and Functions | - Functions such as service desk, technical management - Key ITIL processes and their purposes |
| Topic 3: Service Management as a Practice | - Role of service management - Definition of services and customers - Concept of best practices in service management |
Peoplecert ITIL V3 Foundation Sample Questions:
1. Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?
A) The Request Fulfillment Process Owner
B) The Service Manager
C) The Service Desk Manager
D) The Request Fulfillment Process Manager
2. Which of these are objectives of Service Level Management
1: Defining, documenting and agreeing the level of IT Services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4:
Identifying possible future markets that the Service Provider could operate in
A) All of the above
B) 1 and 2 only
C) 1, 2 and 3 only
D) 1, 2 and 4 only
3. Which is the BEST definition of a Configuration Item (CI)?
A) An item of hardware or software registered in the asset database
B) An asset, service component or other item that is, or will be, under the control of Configuration Management
C) Information recorded by the Service Desk when an Incident is reported
D) A collection of information used to describe a hardware or software item
4. 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) All of the above
B) 1 and 2 only
C) 2 and 3 only
D) 1 and 3 only
5. Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis?
A) The IT Service Continuity Manager
B) The Supplier Manager
C) The Service Catalogue Manager
D) The Service Level Manager
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: B |
