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Peoplecert CMS7 Exam Syllabus Topics:

Peoplecert ITIL V3 Foundation Sample Questions:

1. 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

2. 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

3. 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

4. Which process contains the Business, Service and Component sub-processes?

A) Incident Management
B) Financial Management
C) Capacity Management
D) Service Level Management

5. 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

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