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Peoplecert CMS7 Exam Syllabus Topics:

SectionObjectives
Key ITIL Functions and Roles- Technical management
- Application management
- Service desk
ITIL Service Lifecycle- Service Design
  • 1. Service level management
    • 2. Design coordination and processes
      - Continual Service Improvement
      • 1. CSI model and metrics
        - Service Strategy
        • 1. Strategy management for IT services
          • 2. Service portfolio concepts
            - Service Transition
            • 1. Release and deployment management
              • 2. Change management
                - Service Operation
                • 1. Incident management
                  • 2. Event management
                    • 3. Problem management
                      Service Management as a Practice- Concepts of service and value creation
                      - Stakeholders and value co-creation

                      Peoplecert ITIL V3 Foundation Sample Questions:

                      1. Service Design emphasises the importance of the "Four Ps". These "Four P's" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

                      A) Profit
                      B) Preparation
                      C) Products
                      D) Potential


                      2. What is the objective of Access Management?

                      A) To manage access to the Service Desk
                      B) To manage access to computer rooms and other secure locations
                      C) To manage the right to use a service or group of services
                      D) To provide security staff for Data Centers and other buildings


                      3. Which of the following drives demand for services?

                      A) Service level agreements (SLA)
                      B) Cost of providing support
                      C) Patterns of business activity (PBA)
                      D) Infrastructure trends


                      4. Which of the following CANNOT be stored and managed by a tool?

                      A) Knowledge
                      B) Wisdom
                      C) Information
                      D) Data


                      5. What is the Service Pipeline?

                      A) All services except those that have been retired
                      B) All services that are contained within the Service Level Agreement (SLA)
                      C) All complex multi-user services
                      D) All services that are at a conceptual or development stage


                      Solutions:

                      Question # 1
                      Answer: C
                      Question # 2
                      Answer: C
                      Question # 3
                      Answer: D
                      Question # 4
                      Answer: B
                      Question # 5
                      Answer: D

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