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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% | - Key Terminology - Service Level Agreements - Service Assets and Configuration |
| Selected ITIL Processes | 25% | - Service Level Management - Incident Management - Release and Deployment Management - Change Management - Service Asset and Configuration Management - Problem Management |
| Key Principles and Models | 15% | - Service Portfolio - Governance Model - Deming Cycle - Process Model |
| Technology and Architecture | 5% | - Enabling Technology - Architectural Considerations |
| Service Management as a Practice | 15% | - Stakeholders and Value Creation - Concept of Service and Service Management - Governance and Best Practice |
| Functions and Roles | 10% | - IT Operations Management - Key Roles - Application Management - Technical Management - Service Desk |
Peoplecert ITIL V3 Foundation Sample Questions:
Question #1
Customer perceptions and business outcomes help to define what?
A. Total Cost of Ownership (TCO)
B. Key Performance Indicators (KPIs)
C. Customer satisfaction
D. The value of a service
Question #2
Which of the following is NOT an objective of Problem Management?
A. Minimizing the impact of Incidents that cannot be prevented
B. Preventing Problems and resulting Incidents from happening
C. Eliminating recurring Incidents
D. Restoring normal service operation as quickly as possible and Minimizing adverse impact on the business
Question #3
Which stage of the Change Management process deals with what should be done if the change is unsuccessful?
A. Prioritization
B. Remediation Planning
C. Categorization
D. Review and Close
Question #4
The information that is passed to Service Transition to enable them to implement a new service is called:
A. A Service Design Package
B. A Service Transition Package
C. A Service Level Package
D. A New Service Package
Question #5
What is the entry point or the first level of the V model?
A. Service Solution
B. Service Requirements
C. Service Release
D. Customer / Business Needs
Solutions:
| Question #1 Correct Answer: D | Question #2 Correct Answer: D | Question #3 Correct Answer: B | Question #4 Correct Answer: A | Question #5 Correct Answer: D |
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