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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Management as a Practice | - Stakeholders and value co-creation - Concepts of service and value creation |
| Topic 2: Key ITIL Functions and Roles | - Service desk - Application management - Technical management |
| Topic 3: ITIL Service Lifecycle | - Service Design
|
Peoplecert ITIL V3 Foundation Sample Questions:
Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?
- A. The Service Manager
- B. The Request Fulfillment Process Owner
- C. The Service Desk Manager
- D. The Request Fulfillment Process Manager
Correct Answer: B 🗳️
Which of the following statements about incident reporting and logging is CORRECT?
- A. All calls to the service desk must be logged as incidents
- B. Incidents can only be reported by users
- C. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
- D. Incidents reported by technical staff must also be logged as problems
Correct Answer: C 🗳️
When can a known error record be raised?
1.At any time when it would be useful to do so
2.After a workaround has been found
- A. Both of the above
- B. 1 only
- C. 2 only
- D. Neither of the above
Correct Answer: A 🗳️
The term 'Service Management' is best used to describe?
- A. A set of specialized organizational capabilities for providing value to customers in the form of services
- B. The management of functions within an organization to perform certain activities
- C. A set of specialized organizational capabilities for providing functions to customers in the form of services
- D. Units of organizations with roles to perform certain activities
Correct Answer: A 🗳️
Service Acceptance criteria are used to?
- A. Ensure delivery and support of a service
- B. Ensure the design stage of the Lifecycle
- C. Ensure Portfolio Management is in place
- D. Ensure service Key Performance Indicators (KPIs) are reported
Correct Answer: A 🗳️
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