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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Generic Concepts and Definitions | 10% | - Service Level Agreements - Key Terminology - Service Assets and Configuration |
| Technology and Architecture | 5% | - Enabling Technology - Architectural Considerations |
| Service Management as a Practice | 15% | - Concept of Service and Service Management - Stakeholders and Value Creation - Governance and Best Practice |
| Selected ITIL Processes | 25% | - Service Asset and Configuration Management - Problem Management - Service Level Management - Release and Deployment Management - Change Management - Incident Management |
| ITIL Service Lifecycle | 20% | - Service Strategy - Service Operation - Continual Service Improvement - Service Design - Service Transition |
| Functions and Roles | 10% | - Key Roles - Application Management - Service Desk - IT Operations Management - Technical Management |
| Key Principles and Models | 15% | - Service Portfolio - Process Model - Governance Model - Deming Cycle |
Peoplecert ITIL V3 Foundation Sample Questions:
1. Which of the following activities is performed by application management?
A) Ensuring that the required functionality is available to achieve the required business outcome
B) Defining where the vendor of an application should be located
C) Agreeing the service levels for the service supported by the application
D) Deciding who the vendor of the storage devices will be
2. In which core publication will you find detailed descriptions of service catalogue management, information security management, and supplier management?
A) Service transition
B) Service strategy
C) Service operation
D) Service design
3. Which of the following is NOT part of the Service Design phase of the Service Lifecycle?
A) Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization
B) Produce and maintain all necessary Service Transition packages
C) Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced
D) Measuring the effectiveness and efficiency of Service Design and the supporting processes
4. What are the processes within Service Operation?
A) Incident Management, Service Desk, Request Fulfillment, Access Management and Event Management
B) Event Management, Incident Management. Change Management and Access Management
C) Incident Management, Problem Management, Service Desk, Request Fulfillment and Management
D) Event Management, Incident Management, Problem Management, Request Fulfillment and Access Management
5. What is the BEST description in of a major incident?
A) An incident which requires a large number of people to resolve
B) An incident which is so complex that it requires root cause analysis before a workaround can be found.
C) An incident with a high priority or which has high impact on the business
D) An incident logged by a senior manager
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: D | Question # 3 Answer: B | Question # 4 Answer: D | Question # 5 Answer: C |
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