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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Processes and Functions | - Functions such as service desk, technical management - Key ITIL processes and their purposes |
| Topic 2: Service Management as a Practice | - Role of service management - Definition of services and customers - Concept of best practices in service management |
| Topic 3: Service Lifecycle | - Service Operation - Service Strategy - Continual Service Improvement - Service Transition - Service Design |
Peoplecert ITIL V3 Foundation Sample Questions:
Who is responsible for defining Key Performance Indicators for Change Management?
- A. The Continual Service Improvement Manager
- B. The Service Owner
- C. The Change Advisory Board (CAB)
- D. The Change Management Process Owner
Correct Answer: B 🗳️
Which of the following is NOT a purpose of Service Transition?
- A. To provide training and certification in project management
- B. To ensure that a service can be managed, operated and supported
- C. To plan and manage the capacity and resource requirements to manage a release
- D. To provide quality knowledge of Change, Release and Deployment Management
Correct Answer: A 🗳️
Which of the following is NOT part of the Service Design phase of the Service Lifecycle?
- A. Measuring the effectiveness and efficiency of Service Design and the supporting processes
- B. Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced
- C. Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization
- D. Produce and maintain all necessary Service Transition packages
Correct Answer: D 🗳️
Which of the following is the responsibility of supplier management to negotiate and agree?
- A. Service level agreements (SLAs)
- B. Third-party contracts
- C. Operational level agreements (OLAs)
- D. The service portfolio
Correct Answer: B 🗳️
Who owns the specific costs and risks associated with providing a service?
- A. The Service Provider
- B. The Customer
- C. The Finance department
- D. The Service Level Manager
Correct Answer: A 🗳️
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