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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Management as a Practice | 15% | - Stakeholders and Value Creation - Governance and Best Practice - Concept of Service and Service Management |
| Key Principles and Models | 15% | - Process Model - Governance Model - Deming Cycle - Service Portfolio |
| Technology and Architecture | 5% | - Enabling Technology - Architectural Considerations |
| Selected ITIL Processes | 25% | - Release and Deployment Management - Service Level Management - Problem Management - Service Asset and Configuration Management - Change Management - Incident Management |
| Functions and Roles | 10% | - Technical Management - Key Roles - IT Operations Management - Application Management - Service Desk |
| ITIL Service Lifecycle | 20% | - Service Design - Continual Service Improvement - Service Strategy - Service Transition - Service Operation |
| Generic Concepts and Definitions | 10% | - Service Assets and Configuration - Key Terminology - Service Level Agreements |
Peoplecert ITIL V3 Foundation Sample Questions:
1. Which of the following are types of communication you could expect the functions within Service Operation to perform?
1) Communication between Data Centre shifts
2) Communication related to changes
3) Performance reporting
4) Routine operational communication
A) 1, 2 and 4 only
B) 1 only
C) 2 and 3 only
D) All of the above
2. Which of the following BEST describes a Problem?
A) The cause of two or more Incidents
B) A Known Error for which the cause and resolution are not yet known
C) A serious Incident which has a critical impact to the business
D) The cause of one or more Incidents
3. The information that is passed to Service Transition to enable them to implement a new service is called:
A) A Service Transition Package
B) A Service Design Package
C) A Service Level Package
D) A New Service Package
4. Which of the following are objectives of Service Design?
-Design Services to satisfy business objectives.
-Identify and manage risk.
-Design effective and efficient processes
-Design a secure and resilient IT infrastructure.
A) All of the above
B) 2 and 3 only.
C) 1 Only
D) 1, 2 and 4 only.
5. Which of the following is the responsibility of supplier management to negotiate and agree?
A) Service level agreements (SLAs)
B) Operational level agreements (OLAs)
C) Third-party contracts
D) The service portfolio
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: D | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: C |
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