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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Management as a Practice | - Role of service management - Definition of services and customers - Concept of best practices in service management |
| Processes and Functions | - Key ITIL processes and their purposes - Functions such as service desk, technical management |
| Service Lifecycle | - Service Design - Service Operation - Service Transition - Continual Service Improvement - Service Strategy |
Peoplecert ITIL V3 Foundation Sample Questions:
1. There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below?
1.Progress
2.Effectiveness
3.Efficiency
4.?
A) Cost
B) Conformance
C) Capacity
D) Compliance
2. Which of the following are types of communication you could expect the functions within Service Operation to perform?
1) Communication between Data Centre shifts
2) Communication related to changes
3) Performance reporting
4) Routine operational communication
A) 1 only
B) 2 and 3 only
C) All of the above
D) 1, 2 and 4 only
3. You are reviewing a presentation that will relay the value of adopting Service Design disciplines. Which statement would NOT be part of the value proposition?
A) Reduced Total Cost of Ownership
B) Improved Service alignment with business goals
C) Improved quality of service
D) Better balance of technical skills to support live services
4. Which process contains the Business, Service and Component sub-processes?
A) Incident Management
B) Service Level Management
C) Financial Management
D) Capacity Management
5. Which of the following are benefits to the business of implementing Service Transition?
1.Ability to adapt quickly to new requirements
2.Reduced cost to design new services
3.Improved success in implementing changes
A) None of the above
B) 2 and 3 only
C) 1 and 3 only
D) 1 and 2 only
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: C | Question # 3 Answer: D | Question # 4 Answer: D | Question # 5 Answer: C |
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