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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Technology and Architecture | 5% | - Architectural Considerations - Enabling Technology |
| Topic 2: Functions and Roles | 10% | - Key Roles - Service Desk - Application Management - IT Operations Management - Technical Management |
| Topic 3: Key Principles and Models | 15% | - Governance Model - Deming Cycle - Process Model - Service Portfolio |
| Topic 4: Selected ITIL Processes | 25% | - Service Level Management - Problem Management - Service Asset and Configuration Management - Release and Deployment Management - Incident Management - Change Management |
| Topic 5: Service Management as a Practice | 15% | - Governance and Best Practice - Stakeholders and Value Creation - Concept of Service and Service Management |
| Topic 6: Generic Concepts and Definitions | 10% | - Service Level Agreements - Service Assets and Configuration - Key Terminology |
| Topic 7: ITIL Service Lifecycle | 20% | - Service Operation - Service Design - Service Strategy - Service Transition - Continual Service Improvement |
Peoplecert ITIL V3 Foundation Sample Questions:
1. Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analyzed from which other area of the lifecycle in order to answer the question "Did we get there?"?
A) Service Design
B) Service Operation
C) Service Strategy
D) Service Transition
2. A Service Design Package should be produced for which of the following?
1.A new IT service
2.A major change to an IT service
3.An Emergency Change to an IT service
4.An IT service retirement
A) All of the above
B) 1, 3 and 4 only
C) 1, 2 and 3 only
D) 1, 2 and 4 only
3. Which stage of the Change Management process deals with what should be done if the change is unsuccessful?
A) Review and Close
B) Categorization
C) Remediation Planning
D) Prioritization
4. Customer perceptions and business outcomes help to define what?
A) Total cost of ownership (TCO)
B) Key performance indicators (KPIs)
C) Governance
D) The value of a service
5. What is the name of the area where the definitive authorized versions of all media Configuration Items(Cls) are stored and protected?
A) Definitive Media Library
B) Service Knowledge Management System
C) Software Secure Library
D) Definitive Software Store
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: D | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: A |
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