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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: ITIL Service Lifecycle | - Service Design
|
| Topic 2: Key ITIL Functions and Roles | - Technical management - Application management - Service desk |
| Topic 3: Service Management as a Practice | - Stakeholders and value co-creation - Concepts of service and value creation |
Peoplecert ITIL V3 Foundation Sample Questions:
Which of the following is NOT one of the five individual aspects of Service Design?
- A. The design of Market Spaces
- B. The design of the technology architecture and management systems
- C. The design of the Service Portfolio, including the Service Catalogue
- D. The design of new or changed services
Correct Answer: A 🗳️
Which of these statements about Service Desk staff is CORRECT?
- A. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained
- B. The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles
- C. Service Desk staff should be recruited from people who have high levels of technical skill tominimize the cost of training them
- D. The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries
Correct Answer: B 🗳️
What are the categories of event described in the ITIL Service Operation book?
- A. Warning, Reactive, Proactive
- B. Informational, Warning, Exception
- C. Scheduled, Unscheduled, Emergency
- D. Informational, Scheduled, Normal
Correct Answer: B 🗳️
What are the two major processes in Problem Management?
- A. Proactive and Reactive
- B. Reactive and Technical
- C. Technical and Service
- D. Resource and Proactive
Correct Answer: A 🗳️
What do technology metrics measure?
- A. Components
- B. Processes
- C. Customer satisfaction
- D. The end to end service
Correct Answer: A 🗳️
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