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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Management as a Practice | - Stakeholders and value co-creation - Concepts of service and value creation |
| Topic 2: Key ITIL Functions and Roles | - Application management - Service desk - Technical management |
| Topic 3: ITIL Service Lifecycle | - Service Design
|
Peoplecert ITIL V3 Foundation Sample Questions:
What is the objective of Access Management?
- A. To manage access to computer rooms and other secure locations
- B. To manage the right to use a service or group of services
- C. To manage access to the Service Desk
- D. To provide security staff for Data Centers and other buildings
Correct Answer: B 🗳️
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 Request Fulfillment Process Owner
- C. The Service Desk Manager
- D. The Service Manager
Correct Answer: B 🗳️
Which of the following can help determine the level of impact of a problem?
- A. Configuration Management System (CMS)
- B. Standard Operating Procedures (SOP)
- C. Definitive Media Library (DML)
- D. Statement of Requirements (SOR)
Correct Answer: A 🗳️
Which of these activities would be performed by a service desk?
1.Logging details of incidents and service requests
2.Providing first-line investigation and diagnosis
3.Restoring services
4.Implementing all standard changes
- A. 1, 2 and 3 only
- B. all of the above
- C. 2 and 4 only
- D. 3 and 4 only
Correct Answer: A 🗳️
Which of the following are the two primary elements that create value for customers?
- A. Value on investment (VOI) and return on investment (ROI)
- B. Customer and user satisfaction
- C. Resources and capabilities
- D. Service requirements and warranty
Correct Answer: C 🗳️
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