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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Key Principles and Models | 15% | - Governance Model - Service Portfolio - Process Model - Deming Cycle |
| Topic 2: Technology and Architecture | 5% | - Architectural Considerations - Enabling Technology |
| Topic 3: Selected ITIL Processes | 25% | - Release and Deployment Management - Incident Management - Change Management - Service Asset and Configuration Management - Service Level Management - Problem Management |
| Topic 4: ITIL Service Lifecycle | 20% | - Service Design - Service Operation - Continual Service Improvement - Service Strategy - Service Transition |
| Topic 5: Service Management as a Practice | 15% | - Stakeholders and Value Creation - Governance and Best Practice - Concept of Service and Service Management |
| Topic 6: Functions and Roles | 10% | - Key Roles - Service Desk - Technical Management - IT Operations Management - Application Management |
| Topic 7: Generic Concepts and Definitions | 10% | - Key Terminology - Service Level Agreements - Service Assets and Configuration |
Peoplecert ITIL V3 Foundation Sample Questions:
1. How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?
A) There should be a single Plan and Do,then Check and Act should be carried out multiple times to implement Continual Improvement
B) Each stage should be carried out once in the order Plan-Do-Check-Act
C) The entire cycle should be repeated multiple times to implement Continual Improvement
D) There should be a single Plan,then the Do-Check-Act cycle should be repeated multiple times to implement Continual Improvement
2. What are Request Models used for?
A) Modelling arrival rates and performance characteristics of service requests
B) Capacity Management
C) Identifying frequently received user requests and defining how they should be handled
D) Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote
3. When should tests for a new service be designed?
A) After the service has been designed, before the service is handed over to Service Transition
B) As part of Service Transition
C) Before the service is designed
D) At the same time as the service is designed
4. When tan a known error record tie raised?
1 At any time when it would be useful to do so
2After a workaround has been found
A) Neither of the above
B) 2onty
C) Both of the above
D) 1 only
5. Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?
A) The Request Fulfillment Process Manager
B) The Service Desk Manager
C) The Service Manager
D) The Request Fulfillment Process Owner
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: C | Question # 3 Answer: D | Question # 4 Answer: A | Question # 5 Answer: D |
