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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Functions and Roles | 10% | - Technical Management - IT Operations Management - Key Roles - Application Management - Service Desk |
| Technology and Architecture | 5% | - Enabling Technology - Architectural Considerations |
| Generic Concepts and Definitions | 10% | - Service Level Agreements - Key Terminology - Service Assets and Configuration |
| Service Management as a Practice | 15% | - Governance and Best Practice - Concept of Service and Service Management - Stakeholders and Value Creation |
| Selected ITIL Processes | 25% | - Problem Management - Change Management - Release and Deployment Management - Incident Management - Service Level Management - Service Asset and Configuration Management |
| ITIL Service Lifecycle | 20% | - Continual Service Improvement - Service Transition - Service Strategy - Service Design - Service Operation |
| Key Principles and Models | 15% | - Governance Model - Process Model - Service Portfolio - Deming Cycle |
Peoplecert ITIL V3 Foundation Sample Questions:
1. Which of the following BEST describes a Problem?
A) A serious Incident which has a critical impact to the business
B) The cause of one or more Incidents
C) A Known Error for which the cause and resolution are not yet known
D) The cause of two or more Incidents
2. Who owns the specific costs and risks associated with providing a service?
A) The Service Level Manager
B) The Service Provider
C) The Finance department
D) The Customer
3. Staff in an IT department are experts in managing specific technology, but none of them know what services are offered to the business. What imbalance does this represent?
A) Vendor focused
B) Extreme internal focus
C) Extreme focus on cost
D) Extreme focus on responsiveness
4. In many organizations the role of Incident Manager is assigned to the Service Desk.
It is important that the Incident Manager is given the authority to:
A) Manage Incidents effectively through 1st, 2nd and 3rd line
B) Only manage Incidents effectively at the 3rd line
C) Only manage Incidents effectively through the 1st line
D) Only manage Incidents effectively through 1st and 2nd line
5. Which of the following is NOT a Service Desk type recognized in the Service Operation volume of ITIL?
A) Holistic
B) Local
C) Virtual
D) Centralized
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: B | Question # 4 Answer: A | Question # 5 Answer: A |
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