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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Management as a Practice | - Role of service management - Definition of services and customers - Concept of best practices in service management |
| Topic 2: Processes and Functions | - Key ITIL processes and their purposes - Functions such as service desk, technical management |
| Topic 3: Service Lifecycle | - Service Strategy - Service Design - Continual Service Improvement - Service Transition - Service Operation |
Peoplecert ITIL V3 Foundation Sample Questions:
Which of the following is NOT the responsibility of the Service Catalogue Manager?
- A. Ensuring that information in the Service Catalogue is accurate
- B. Ensuring that all operational services are recorded in the Service Catalogue
- C. Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio
- D. Ensuring that information within the Service Pipeline is accurate
Correct Answer: D 🗳️
Identify the input to the Problem Management process
- A. New Known Errors
- B. Problem Resolution
- C. Incident Records
- D. Request for Change
Correct Answer: C 🗳️
Which of the following is the BEST description of a service-based service level agreement (31 A)
- A. An agreement with an individual customer group, covering all the services that they use
- B. An agreement that covers one service for all customers of that service
- C. An agreement that covers one service for a single customer
- D. An agreement that covers service specific issues in a multi-level SLA structure
Correct Answer: B 🗳️
Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis?
- A. The Service Level Manager
- B. The Service Catalogue Manager
- C. The IT Service Continuity Manager
- D. The Supplier Manager
Correct Answer: D 🗳️
In which document would you expect to see an overview of actual service achievements against targets?
- A. Operational Level Agreement (OLA)
- B. SLA Monitoring Chart (SLAM)
- C. Service Level Agreement (SLA)
- D. Capacity Plan
Correct Answer: B 🗳️
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