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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Technology and Architecture | 5% | - Architectural Considerations - Enabling Technology |
| Topic 2: Selected ITIL Processes | 25% | - Release and Deployment Management - Service Level Management - Incident Management - Change Management - Problem Management - Service Asset and Configuration Management |
| Topic 3: ITIL Service Lifecycle | 20% | - Service Design - Service Strategy - Service Transition - Continual Service Improvement - Service Operation |
| Topic 4: Service Management as a Practice | 15% | - Stakeholders and Value Creation - Concept of Service and Service Management - Governance and Best Practice |
| Topic 5: Generic Concepts and Definitions | 10% | - Service Level Agreements - Service Assets and Configuration - Key Terminology |
| Topic 6: Key Principles and Models | 15% | - Governance Model - Deming Cycle - Service Portfolio - Process Model |
| Topic 7: Functions and Roles | 10% | - IT Operations Management - Application Management - Technical Management - Key Roles - Service Desk |
Peoplecert ITIL V3 Foundation Sample Questions:
1. Which of the following statements correctly states the relationship between urgency, priority and impact?
A) Impact, priority and urgency are independent of each other
B) Urgency should be based on impact and priority
C) Impact should be based on urgency and priority
D) Priority should be based on impact and urgency
2. What is a RACI model used for?
A) Defining roles and responsibilities
B) Monitoring services
C) Performance analysis
D) Recording Configuration Items
3. The information that is passed to Service Transition to enable them to implement a new service is called:
A) A New Service Package
B) A Service Design Package
C) A Service Level Package
D) A Service Transition Package
4. Which of the following is the BEST definition of the term service management?
A) A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
B) The management of functions within an organization to perform certain activities
C) Units of organizations with roles to perform certain activities
D) A set of specialized organizational capabilities for providing value to customers in the form of services
5. Which of the following is NOT one of the five individual aspects of Service Design?
A) The design of the Service Portfolio, including the Service Catalogue
B) The design of new or changed services
C) The design of Market Spaces
D) The design of the technology architecture and management systems
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: D | Question # 5 Answer: C |
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