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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Management as a Practice | - Definition of services and customers - Concept of best practices in service management - Role of service management |
| Processes and Functions | - Functions such as service desk, technical management - Key ITIL processes and their purposes |
| Service Lifecycle | - Service Strategy - Continual Service Improvement - Service Design - Service Transition - Service Operation |
Peoplecert ITIL V3 Foundation Sample Questions:
1. A Service Level Agreement is?
A) An agreement between the Service Provider and their customer
B) An agreement between a Service Provider and an external supplier
C) The part of a contract that specifies responsibilities of each party
D) An agreement between the Service Provider and an internal organization
2. Which of the following is NOT defined as part of every process?
A) Functions
B) Metrics
C) Inputs and outputs
D) Roles
3. Which of the following statements is CORRECT?
A) The configuration management system is part of the configuration management database
B) The service knowledge management system is part of the configuration management system
C) The configuration management system is part of the service knowledge management system
D) The configuration management system is part of the known error database
4. Which process is primarily supported by the analysis of Patterns of Business Activity (PBA)?
A) Availability Management
B) Financial Management
C) Demand Management
D) Service Level Management
5. What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?
A) Project Baseline
B) Asset Baseline
C) Configuration Baseline
D) Change Baseline
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: C |
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