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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Key ITIL Functions and Roles | - Technical management - Application management - Service desk |
| Service Management as a Practice | - Concepts of service and value creation - Stakeholders and value co-creation |
| ITIL Service Lifecycle | - Service Transition
|
Peoplecert ITIL V3 Foundation Sample Questions:
Which of the following is the BEST description of a Service-based Service Level Agreement (SLA)?
- A. An agreement that covers one service for all users of that service
- B. An agreement with an individual customer group, covering all the services that they use
- C. An agreement that covers one service for a single customer
- D. An agreement that covers service specific issues in a multi-level SLA structure
Correct Answer: A 🗳️
Which of the following is the BEST definition of an Incident?
- A. Loss of ability to operate to specification, or to deliver the required output
- B. A warning that a threshold has been reached, something has changed, or a failure has occurred
- C. A change of state which has significance for the management of a Configuration Item or IT Service
- D. An unplanned interruption to an IT service or reduction in the quality of an IT service
Correct Answer: D 🗳️
Application Management plays a role in all applications. One of the key decisions to which they contribute is?
- A. Should application development be outsourced
- B. Whether to buy an application or build it
- C. Where the vendor of an application is located
- D. Who the vendor of the storage devices will be
Correct Answer: B 🗳️
Which process contains the Business, Service and Component sub-processes?
- A. Incident Management
- B. Financial Management
- C. Capacity Management
- D. Service Level Management
Correct Answer: C 🗳️
Which role would you MOST expect to be involved in the management of Underpinning Contracts?
- A. Supplier Manager
- B. Service Catalogue Manager
- C. Process Manager
- D. IT Designer/Architect
Correct Answer: A 🗳️
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