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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Management as a Practice | - Concepts of service and value creation - Stakeholders and value co-creation |
| Key ITIL Functions and Roles | - Technical management - Application management - Service desk |
| ITIL Service Lifecycle | - Service Transition
|
Peoplecert ITIL V3 Foundation Sample Questions:
1. Which of the following drives demand for services?
A) Service level agreements (SLA)
B) Infrastructure trends
C) Cost of providing support
D) Patterns of business activity (PBA)
2. Which of the following are responsibilities of a Service Level Manager?
1.Agreeing targets in Service Level Agreements
2.Designing the service so it can meet the targets
3.Ensuring all needed contracts and agreements are in place
A) All of the above
B) 2 and 3 only
C) 1 and 3 only
D) 1 and 2 only
3. Which of the following options is a hierarchy that is used in Knowledge Management?
A) Information - Data - Knowledge - Wisdom
B) Knowledge - Wisdom - Information - Data
C) Data - Information - Knowledge - Wisdom
D) Wisdom - Information - Data - Knowledge
4. What is a RACI model used for?
A) Monitoring services
B) Defining roles and responsibilities
C) Performance analysis
D) Recording Configuration Items
5. Which of the following can help determine the level of impact of a problem?
A) Configuration Management System (CMS)
B) Standard Operating Procedures (SOP)
C) Definitive Media Library (DML)
D) Statement of Requirements (SOR)
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: B | Question # 5 Answer: A |
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