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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Management as a Practice | 15% | - Concept of Service and Service Management - Stakeholders and Value Creation - Governance and Best Practice |
| Generic Concepts and Definitions | 10% | - Service Assets and Configuration - Service Level Agreements - Key Terminology |
| Technology and Architecture | 5% | - Architectural Considerations - Enabling Technology |
| Key Principles and Models | 15% | - Deming Cycle - Governance Model - Service Portfolio - Process Model |
| Selected ITIL Processes | 25% | - Service Asset and Configuration Management - Incident Management - Problem Management - Service Level Management - Change Management - Release and Deployment Management |
| Functions and Roles | 10% | - IT Operations Management - Service Desk - Application Management - Technical Management - Key Roles |
| ITIL Service Lifecycle | 20% | - Continual Service Improvement - Service Design - Service Operation - Service Strategy - Service Transition |
Peoplecert ITIL V3 Foundation Sample Questions:
Question 1
Which of the following is an objective of service transition?
A. To plan and manage the resource requirements for releases
B. To plan and manage entries in the service catalogue.
C. To negotiate service levels for new services
D. To provide quality knowledge of incident and problem management
Question 2
Which of the following is NOT the responsibility of the Service Catalogue Manager?
A. Ensuring that information in the Service Catalogue is accurate
B. Ensuring that information within the Service Pipeline is accurate
C. Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio
D. Ensuring that all operational services are recorded in the Service Catalogue
Question 3
Which statement about the Emergency Change Advisory Board (ECAB) is CORRECT?
A. Amongst the duties of the ECAB is the review of completed emergency changes
B. The ECAB considers every high priority Request for Change
C. The ECAB will be chaired by the IT Director
D. The ECAB will be used for emergency changes where there may not be time to call a full CAB
Question 4
Which is NOT a purpose of Service Transition?
A. Provide training and certification in project management.
B. Provide quality knowledge of Change, Release and Deployment Mgmt.
C. Plan and manage the capacity and resource requirements to manage a release.
D. Ensure that a service can be managed, operated and supported.
Question 5
Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?
A. The Service Manager
B. The Request Fulfillment Process Manager
C. The Request Fulfillment Process Owner
D. The Service Desk Manager
Solutions:
| Question 1 Answer: A | Question 2 Answer: B | Question 3 Answer: D | Question 4 Answer: A | Question 5 Answer: C |
