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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Technology and Architecture | 5% | - Architectural Considerations - Enabling Technology |
| Topic 2: Selected ITIL Processes | 25% | - Incident Management - Change Management - Service Level Management - Service Asset and Configuration Management - Problem Management - Release and Deployment Management |
| Topic 3: Functions and Roles | 10% | - Technical Management - Application Management - Key Roles - IT Operations Management - Service Desk |
| Topic 4: Key Principles and Models | 15% | - Deming Cycle - Process Model - Service Portfolio - Governance Model |
| Topic 5: Service Management as a Practice | 15% | - Governance and Best Practice - Concept of Service and Service Management - Stakeholders and Value Creation |
| Topic 6: Generic Concepts and Definitions | 10% | - Key Terminology - Service Level Agreements - Service Assets and Configuration |
| Topic 7: ITIL Service Lifecycle | 20% | - Continual Service Improvement - Service Transition - Service Operation - Service Strategy - Service Design |
Peoplecert ITIL V3 Foundation Sample Questions:
1. Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items need to be identified?
A) Vision and Strategy, Tactical Goals and Operational Goals
B) Business Objectives, IT Objectives, Process Metrics
C) Process Models, Goals and Objectives
D) Business and IT Strategy and Process Definitions
2. Customer perceptions and business outcomes help to define what?
A) The value of a service
B) Total cost of ownership
C) Customer satisfaction
D) Key performance indicators
3. Which of the following is NOT an objective of problem management?
A) Preventing problems and resulting incidents from happening
B) Minimizing the impact of incidents that cannot be prevented
C) Restoring normal service operation as quickly as possible
D) Eliminating recurring incidents
4. Which of the following statements is CORRECT?
A) The Service Knowledge Management System (SKMS) is part of the CMS
B) The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)
C) The CMS is part of the Configuration Management Data Base (CMDB)
D) The KEDB and the CMS form part of the larger SKMS
5. What would be the next step in the Continual Service Improvement (CSI) Model after:
1.What is the vision?
2.Where are we now?
3.Where do we want to be?
4.How do we get there?
5.Did we get there?
6.?
A) What is the Return On Investment (ROI)?
B) How much did it cost?
C) What is the Value On Investment (VOI)?
D) How do we keep the momentum going?
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: D |
