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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Processes and Functions | - Key ITIL processes and their purposes - Functions such as service desk, technical management |
| Topic 2: Service Management as a Practice | - Concept of best practices in service management - Role of service management - Definition of services and customers |
| Topic 3: Service Lifecycle | - Continual Service Improvement - Service Operation - Service Design - Service Transition - Service Strategy |
Peoplecert ITIL V3 Foundation Sample Questions:
Which of the following combinations covers all the roles in Service Asset and Configuration Management?
- A. Configuration Manager; Configuration Analyst; CMS/tools Administrator; Librarian; Change Manager
- B. Configuration Administrator/Librarian; Configuration Manager; Service Desk Manager; Configuration Analyst; CMS/tools Administrator
- C. Configuration Administrator/Librarian; Service Asset Manager; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator
- D. Configuration Administrator/Librarian; Configuration Manager; Configuration Analyst; Configuration control board; CMS/tools Administrator; Financial Asset Manager
Correct Answer: C 🗳️
A process owner is responsible for which of the following?
1.Documenting the process
2.Defining process Key Performance Indicators (KPIs)
3.Improving the process
4.Ensuring process staff undertake the required training
- A. 1, 3 and 4 only
- B. All of the above
- C. 1, 2 and 4 only
- D. 1, 2 and 3 only
Correct Answer: B 🗳️
Which of the following is an example of self-help capabilities?
- A. Software to allow programmers to debug code
- B. A software update downloaded automatically to all laptops in an organization
- C. Menu-driven range of facilities used to access service requests
- D. Calls to the service desk to register standard changes
Correct Answer: C 🗳️
Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?
- A. Service Strategy
- B. Continual Service Improvement
- C. Service Operation
- D. Service Design
Correct Answer: B 🗳️
Identity and Rights are two major concepts involved in which one of the following processes?
- A. Facilities Management
- B. Demand Management
- C. Event Management
- D. Access Management
Correct Answer: D 🗳️
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