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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| ITIL Service Lifecycle | 20% | - Continual Service Improvement - Service Strategy - Service Transition - Service Design - Service Operation |
| Technology and Architecture | 5% | - Architectural Considerations - Enabling Technology |
| Functions and Roles | 10% | - Technical Management - IT Operations Management - Service Desk - Application Management - Key Roles |
| Selected ITIL Processes | 25% | - Change Management - Release and Deployment Management - Incident Management - Problem Management - Service Asset and Configuration Management - Service Level Management |
| Service Management as a Practice | 15% | - Governance and Best Practice - Concept of Service and Service Management - Stakeholders and Value Creation |
| Key Principles and Models | 15% | - Process Model - Deming Cycle - Service Portfolio - Governance Model |
| Generic Concepts and Definitions | 10% | - Service Assets and Configuration - Key Terminology - Service Level Agreements |
Peoplecert ITIL V3 Foundation Sample Questions:
Which of the following would NOT be a task carried out by the Request Fulfillment process?
- A. Provision of a channel for users to request and receive standard services for which a predefined approval and qualification process exists
- B. Provision of information used to compare actual performance against design standards
- C. Provision of information to users and customers about the availability of services and the procedure for obtaining them
- D. The sourcing and delivering of the components of requested standard services (e.g. licenses and software media)
Correct Answer: B 🗳️
Effective Service Transition can significantly improve a service provider's ability to handle high volumes of what?
- A. Password resets
- B. Incidents and Problems
- C. Service level requests
- D. Changes and Releases
Correct Answer: D 🗳️
Staff in an IT department are experts in managing specific technology, but none of them know what services are offered to the business. What imbalance does this represent?
- A. Extreme focus on responsiveness
- B. Vendor focused
- C. Extreme focus on cost
- D. Extreme internal focus
Correct Answer: D 🗳️
Which process is responsible for frequently occurring changes where risk and cost are low?
- A. Incident Management
- B. Request Fulfillment
- C. Access management
- D. Release and Deployment Management
Correct Answer: B 🗳️
A consultant has made two recommendations to you in a report:
1.To include legal terminology in your Service Level Agreements (SLAs)
2.It is not necessary to be able to measure all the targets in an SLA
Which of the recommendations conform to Service Level Management good practice?
- A. Both of the above
- B. 2 only
- C. 1 only
- D. Neither of the above
Correct Answer: D 🗳️




