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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Management as a Practice | - Concepts of service and value creation - Stakeholders and value co-creation |
| ITIL Service Lifecycle | - Service Transition
|
| Key ITIL Functions and Roles | - Service desk - Application management - Technical management |
Peoplecert ITIL V3 Foundation Sample Questions:
Which of the following is an example of capabilities?
- A. Menu driven range of facilities used to access service requests
- B. Calls to the service desk to register standard changes
- C. Software to allow programmers to debug code
- D. A software update downloaded automatically to all laptops in an organization
Correct Answer: B 🗳️
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A Process Owner has been identified with an "I" in a RACI matrix. Which of the following would be expected of them?
- A. Tell others about the progress of an activity
- B. Perform an activity
- C. Be kept up to date on the progress of an activity
- D. Manage an activity
Correct Answer: C 🗳️
What does a service always deliver to customers?
- A. Resources
- B. Applications
- C. Value
- D. Infrastructure
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 Design
- B. Service Operation
- C. Service Strategy
- D. Continual Service Improvement
Correct Answer: D 🗳️
Where should details of a Workaround always be documented?
- A. The IT Service Continuity Plan
- B. The Problem Record
- C. The Service Level Agreement (SLA)
- D. The Availability Management Information System
Correct Answer: B 🗳️
