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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| ITIL Service Lifecycle | 20% | - Service Design - Service Operation - Service Transition - Service Strategy - Continual Service Improvement |
| Generic Concepts and Definitions | 10% | - Service Level Agreements - Key Terminology - Service Assets and Configuration |
| Technology and Architecture | 5% | - Architectural Considerations - Enabling Technology |
| Selected ITIL Processes | 25% | - Release and Deployment Management - Change Management - Service Asset and Configuration Management - Incident Management - Service Level Management - Problem Management |
| Functions and Roles | 10% | - Service Desk - IT Operations Management - Technical Management - Application Management - Key Roles |
| Service Management as a Practice | 15% | - Concept of Service and Service Management - Governance and Best Practice - Stakeholders and Value Creation |
| Key Principles and Models | 15% | - Deming Cycle - Governance Model - Process Model - Service Portfolio |
Peoplecert ITIL V3 Foundation Sample Questions:
1. Which process is responsible for managing relationships with vendors?
A) Supplier Management
B) Change Management
C) Service Portfolio Management
D) Continual Service Improvement
2. Which of the following statements is CORRECT?
A) IT Service Continuity Management is not required when IT is outsourced to a third party provider
B) Business Continuity Management and IT Service Continuity Management must be established at the same time
C) Where Business Continuity Management is established, business continuity considerations should form the focus for IT Service Continuity Management
D) IT Service Continuity Management can only take place once Business Continuity Management has been established
3. Which of the following are the two primary elements that create value for customers?
A) Customer and user satisfaction
B) Service requirements and warranty
C) Resources and capabilities
D) Value on investment (VOI) and return on investment (ROI)
4. What are the three Service Provider business models?
A) Internal Service provider, External Service provider, Outsourced 3rd Party
B) Internal Service provider, Outsourced 3rd party and Off-shore party
C) Internal Service Operations provider, External Service Operations provider, Shared Service Unit
D) Internal Service provider, External Service provider, Shared Service Provider
5. What are the publications that provide guidance specific to industry sectors and organization types known as?
A) The Service Strategy and Service Transition books
B) Pocket Guides
C) The ITIL Complementary Guidance
D) The Service Support and Service Delivery books
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: C |
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