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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Management as a Practice | - Role of service management - Definition of services and customers - Concept of best practices in service management |
| Service Lifecycle | - Service Operation - Service Design - Service Strategy - Service Transition - Continual Service Improvement |
| Processes and Functions | - Key ITIL processes and their purposes - Functions such as service desk, technical management |
Peoplecert ITIL V3 Foundation Sample Questions:
Which of the following are the two primary elements that create value for customers?
- A. Service requirements and warranty
- B. Customer and user satisfaction
- C. Value on investment (VOI) and return on investment (ROI)
- D. Resources and capabilities
Correct Answer: D 🗳️
Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?
- A. The Process Owner
- B. The Customer
- C. The IT Director
- D. The Service Owner
Correct Answer: A 🗳️
Why are public frameworks and standards (such as ITIL) attractive when compared to proprietary knowledge?
- A. Proprietary Knowledge is difficult to adopt, replicate or transfer since it is often undocumented
- B. Proprietary knowledge has been tested in a wide range of environments
- C. Public standards are always cheaper to adopt
- D. Public frameworks are prescriptive and tell you exactly what to do
Correct Answer: A 🗳️
One of the five major aspects of Service Design is the design of the service solutions. It includes?
- A. Only capabilities needed and agreed
- B. Only requirements needed and agreed
- C. Only resources and capabilities needed
- D. Requirements, resources and capabilities needed and agreed
Correct Answer: D 🗳️
What is the BEST description in of a major incident?
- A. An incident with a high priority or which has high impact on the business
- B. An incident which requires a large number of people to resolve
- C. An incident logged by a senior manager
- D. An incident which is so complex that it requires root cause analysis before a workaround can be found.
Correct Answer: A 🗳️
