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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Service Lifecycle | 20% | - Service Operation - Service Strategy - Continual Service Improvement - Service Design - Service Transition |
| Topic 2: Technology and Architecture | 5% | - Enabling Technology - Architectural Considerations |
| Topic 3: Generic Concepts and Definitions | 10% | - Service Level Agreements - Key Terminology - Service Assets and Configuration |
| Topic 4: Functions and Roles | 10% | - Application Management - Technical Management - Service Desk - Key Roles - IT Operations Management |
| Topic 5: Service Management as a Practice | 15% | - Stakeholders and Value Creation - Governance and Best Practice - Concept of Service and Service Management |
| Topic 6: Selected ITIL Processes | 25% | - Service Asset and Configuration Management - Change Management - Service Level Management - Problem Management - Release and Deployment Management - Incident Management |
| Topic 7: Key Principles and Models | 15% | - Deming Cycle - Service Portfolio - Governance Model - Process Model |
Peoplecert ITIL V3 Foundation Sample Questions:
1. Which of the following is NOT defined as part of every process?
A) Metrics
B) Roles
C) Functions
D) Inputs and outputs
2. 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) Service Desk staff should be recruited from people who have high levels of technical skill tominimize the cost of training them
C) The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles
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
3. Where would you expect incident resolution targets to be documented?
A) A Service Description
B) A Service Level Agreement (SLA)
C) A Request for Change (RFC)
D) The Service Portfolio
4. Within Service Design, what is the key output handed over to Service Transition?
A) Process definitions
B) Service Portfolio Design
C) Measurement, methods and metrics
D) Service Design Package
5. Which of the following activities is NOT a part of the Deming Cycle?
A) Coordinate
B) Do
C) Act
D) Plan
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: D | Question # 5 Answer: A |
