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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Generic Concepts and Definitions | 10% | - Service Assets and Configuration - Key Terminology - Service Level Agreements |
| Topic 2: ITIL Service Lifecycle | 20% | - Service Transition - Continual Service Improvement - Service Operation - Service Design - Service Strategy |
| Topic 3: Service Management as a Practice | 15% | - Stakeholders and Value Creation - Governance and Best Practice - Concept of Service and Service Management |
| Topic 4: Selected ITIL Processes | 25% | - Change Management - Problem Management - Service Level Management - Service Asset and Configuration Management - Incident Management - Release and Deployment Management |
| Topic 5: Technology and Architecture | 5% | - Enabling Technology - Architectural Considerations |
| Topic 6: Functions and Roles | 10% | - IT Operations Management - Application Management - Key Roles - Service Desk - Technical Management |
| Topic 7: Key Principles and Models | 15% | - Deming Cycle - Service Portfolio - Governance Model - Process Model |
Peoplecert ITIL V3 Foundation Sample Questions:
Which of the following statements is CORRECT?
- A. The Service Knowledge Management System (SKMS) is part of the CMS
- B. The KEDB and the CMS form part of the larger SKMS
- C. The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)
- D. The CMS is part of the Configuration Management Data Base (CMDB)
Correct Answer: B 🗳️
The group that authorizes changes that must be installed faster than the normal process is called the?
- A. Urgent Change Board (UCB)
- B. Emergency CAB (ECAB)
- C. Urgent Change Authority (UCA)
- D. CAB Emergency Committee (CAB/EC)
Correct Answer: B 🗳️
To add value to the business, what are the four reasons to monitor and measure?
- A. Validate; Direct; Justify; Intervene
- B. Evaluate; Diagnose; Justify; Intervene
- C. Evaluate; Direct; Justify; Improve
- D. Validate; Direct; Justify; Improve
Correct Answer: A 🗳️
Which of these statements about Resources and Capabilities is CORRECT?
- A. Resources are types of Service Asset and Capabilities are not
- B. Resources and Capabilities are both types of Service Asset
- C. Neither Capabilities nor Resources are types of Service Asset
- D. Capabilities are types of Service Asset and Resources are not
Correct Answer: B 🗳️
Who is responsible for defining key performance indicators (KPIs) for change management?
- A. The continual service improvement manager
- B. The change advisory board (CAB)
- C. The service owner
- D. The change management process owner
Correct Answer: D 🗳️
