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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| ITIL Service Lifecycle | 20% | - Service Operation - Continual Service Improvement - Service Strategy - Service Transition - Service Design |
| Service Management as a Practice | 15% | - Governance and Best Practice - Stakeholders and Value Creation - Concept of Service and Service Management |
| Functions and Roles | 10% | - Technical Management - Service Desk - IT Operations Management - Application Management - Key Roles |
| Selected ITIL Processes | 25% | - Service Level Management - Service Asset and Configuration Management - Change Management - Problem Management - Incident Management - Release and Deployment Management |
| Key Principles and Models | 15% | - Process Model - Service Portfolio - Deming Cycle - Governance Model |
| Generic Concepts and Definitions | 10% | - Key Terminology - Service Assets and Configuration - Service Level Agreements |
| Technology and Architecture | 5% | - Enabling Technology - Architectural Considerations |
Peoplecert ITIL V3 Foundation Sample Questions:
1. Which of the following is an objective of service transition?
A) To plan and manage the resource requirements for releases
B) To provide quality knowledge of incident and problem management
C) To negotiate service levels for new services
D) To plan and manage entries in the service catalogue.
2. Which of the following is NOT an example of Self-Help capabilities?
A) Menu-driven range of self help and service requests
B) Requirement to always call the service desk for service requests
C) Web front-end
D) A direct interface into the back end process handling software
3. Which of the following is NOT a characteristic of a process?
A) It is measurable
B) Responds to specific events
C) Delivers specific results
D) A method of structuring an organization
4. An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What imbalance does this represent?
A) Excessive focus on cost
B) Excessively reactive
C) Excessively proactive
D) Excessive focus on quality
5. Which of the following is the BEST definition of an Incident?
A) A change of state which has significance for the management of a Configuration Item or IT Service
B) A warning that a threshold has been reached, something has changed, or a failure has occurred
C) Loss of ability to operate to specification, or to deliver the required output
D) An unplanned interruption to an IT service or reduction in the quality of an IT service
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B | Question # 3 Answer: D | Question # 4 Answer: A | Question # 5 Answer: D |
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