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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Key Principles and Models | 15% | - Deming Cycle - Governance Model - Process Model - Service Portfolio |
| Topic 2: Generic Concepts and Definitions | 10% | - Key Terminology - Service Assets and Configuration - Service Level Agreements |
| Topic 3: Technology and Architecture | 5% | - Architectural Considerations - Enabling Technology |
| Topic 4: Service Management as a Practice | 15% | - Stakeholders and Value Creation - Concept of Service and Service Management - Governance and Best Practice |
| Topic 5: Functions and Roles | 10% | - IT Operations Management - Application Management - Technical Management - Key Roles - Service Desk |
| Topic 6: ITIL Service Lifecycle | 20% | - Service Operation - Continual Service Improvement - Service Design - Service Transition - Service Strategy |
| Topic 7: Selected ITIL Processes | 25% | - Problem Management - Incident Management - Service Asset and Configuration Management - Service Level Management - Change Management - Release and Deployment Management |
Peoplecert ITIL V3 Foundation Sample Questions:
1. What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?
A) Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activities
B) Return On Investment (ROI), Value On Investment (VOI), quality
C) Technology, process and service
D) Strategic, tactical and operational
2. What is the entry point or the first level of the V model?
A) Service Solution
B) Service Requirements
C) Customer / Business Needs
D) Service Release
3. Which of the following is NOT one of the five individual aspects of Service Design?
A) The design of Market Spaces
B) The design of the technology architecture and management systems
C) The design of new or changed services
D) The design of the Service Portfolio, including the Service Catalogue
4. Which is the BEST definition of a Configuration Item (CI)?
A) An item of hardware or software registered in the asset database
B) Information recorded by the Service Desk when an Incident is reported
C) A collection of information used to describe a hardware or software item
D) An asset, service component or other item that is, or will be, under the control of Configuration Management
5. Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?
A) Applications and Infrastructure
B) Services and Infrastructure
C) Utility and Warranty
D) Resources and Capabilities
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: C | Question # 3 Answer: A | Question # 4 Answer: D | Question # 5 Answer: D |
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