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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Processes and Functions | - Functions such as service desk, technical management - Key ITIL processes and their purposes |
| Topic 2: Service Lifecycle | - Service Transition - Continual Service Improvement - Service Strategy - Service Operation - Service Design |
| Topic 3: Service Management as a Practice | - Definition of services and customers - Concept of best practices in service management - Role of service management |
Peoplecert ITIL V3 Foundation Sample Questions:
1. Which of the following is the BEST definition of an Event?
A) Reducing or eliminating the cause of an Incident or Problem
B) The unknown cause of one or more Incidents
C) Any detectable or discernable occurrence that has significance for the management of the IT infrastructure
D) An unplanned interruption to an IT service
2. Which of the following is the goal or purpose of service level management?
A) To ensure that an agreed level of IT service is provided for all current IT services
B) To carry out the service operations activities needed to support current IT services
C) To create and populate a service catalogue
D) To ensure that sufficient capacity is provided to deliver the agreed performance of services
3. What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?
A) Technology, process and service
B) Return On Investment (ROI), Value On Investment (VOI), quality
C) Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activities
D) Strategic, tactical and operational
4. The difference between service metrics and technology metrics is BEST described as?
A) Service metrics measure each of the service management processes; Technology metrics measure the infrastructure
B) Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness
C) Service metrics measure the end to end service; Technology metrics measure individual components
D) Service metrics include critical success factors and Key Performance Indicators; Technology metrics include availability and capacity
5. Which of the following statements about processes is CORRECT?
1.A process is always organized around a set of objectives
2.A process should be documented
A) Neither of the above
B) Both of the above
C) 2 only
D) 1 only
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: B |
