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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Selected ITIL Processes | 25% | - Service Asset and Configuration Management - Service Level Management - Change Management - Incident Management - Problem Management - Release and Deployment Management |
| Topic 2: ITIL Service Lifecycle | 20% | - Service Operation - Service Transition - Service Strategy - Service Design - Continual Service Improvement |
| Topic 3: Service Management as a Practice | 15% | - Governance and Best Practice - Stakeholders and Value Creation - Concept of Service and Service Management |
| Topic 4: Functions and Roles | 10% | - Technical Management - Application Management - Service Desk - Key Roles - IT Operations Management |
| Topic 5: Key Principles and Models | 15% | - Service Portfolio - Deming Cycle - Process Model - Governance Model |
| Topic 6: Generic Concepts and Definitions | 10% | - Key Terminology - Service Assets and Configuration - Service Level Agreements |
| Topic 7: Technology and Architecture | 5% | - Architectural Considerations - Enabling Technology |
Peoplecert ITIL V3 Foundation Sample Questions:
What is the objective of Access Management?
- A. To manage access to computer rooms and other secure locations
- B. To manage access to the Service Desk
- C. To manage the right to use a service or group of services
- D. To provide security staff for Data Centers and other buildings
The MAIN purpose of the Service Portfolio is to describe services in terms of?
- A. IT Assets
- B. Business Value
- C. Functionality
- D. Service Level Requirements
In which of the following situations should a Problem Record be created?
- A. A Technical Management team identifies a permanent resolution to a number of recurring Incidents
- B. An Incident is passed to second-level support
- C. Incident Management has found a workaround but needs some assistance in implementing it
- D. An event indicates that a redundant network segment has failed but it has not impacted any users
Which statement about Service Level Agreements (SLAs) is CORRECT?
- A. There should always be a separate SLA for each specific customer
- B. The wording must be clear and concise to allow no room for ambiguity
- C. Changes to the SLA can only be requested by the customer
- D. They must contain legal wording because of their importance
Which is the BEST definition of a Configuration Item (CI)?
- A. A collection of information used to describe a hardware or software item
- B. An item of hardware or software registered in the asset database
- C. An asset, service component or other item that is, or will be, under the control of Configuration Management
- D. Information recorded by the Service Desk when an Incident is reported
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