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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Management as a Practice | 15% | - Governance and Best Practice - Stakeholders and Value Creation - Concept of Service and Service Management |
| Selected ITIL Processes | 25% | - Release and Deployment Management - Service Asset and Configuration Management - Service Level Management - Change Management - Incident Management - Problem Management |
| Functions and Roles | 10% | - IT Operations Management - Application Management - Key Roles - Service Desk - Technical Management |
| Technology and Architecture | 5% | - Enabling Technology - Architectural Considerations |
| ITIL Service Lifecycle | 20% | - Service Transition - Continual Service Improvement - Service Operation - Service Design - Service Strategy |
| Key Principles and Models | 15% | - Governance Model - Deming Cycle - Service Portfolio - Process Model |
| Generic Concepts and Definitions | 10% | - Service Assets and Configuration - Service Level Agreements - Key Terminology |
Peoplecert ITIL V3 Foundation Sample Questions:
Question 1
Which process is responsible for discussing reports with customers showing whether services have met their targets?
A. Continual Service Improvement
B. Service Level Management
C. Business Relationship Management
D. Availability Management
Question 2
Who is responsible for defining key performance indicators (KPIs) for change management?
A. The change advisory board (CAB)
B. The change management process owner
C. The continual service improvement manager
D. The service owner
Question 3
Which of these would fall outside the scope of a typical service change management process
A. A change to a business process that depends on IT Services
B. An urgent need to replace a CPU to restore a service during an incident
C. A change to a contract with a supplier
D. A firmware upgrade to a server that is only used for IT Service Continuity purposes
Question 4
Which of the following BEST describes the goal of Access Management?
A. To detect security events and make sense of them
B. Provides the rights for users to be able of services
C. To provide a channel for users to request and receive standard services
D. To prevent Problems and resulting Incidents from happening
Question 5
The design of IT services requires the effective and efficient use of what?
A. People, process, partners, performance
B. People, process, products, partners
C. Performance, process, products, plans
D. People, products, plans, partners
Solutions:
| Question 1 Answer: B | Question 2 Answer: B | Question 3 Answer: A | Question 4 Answer: B | Question 5 Answer: B |
