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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Functions and Roles | 10% | - Key Roles - Application Management - IT Operations Management - Service Desk - Technical Management |
| Topic 2: Technology and Architecture | 5% | - Architectural Considerations - Enabling Technology |
| Topic 3: Generic Concepts and Definitions | 10% | - Service Assets and Configuration - Key Terminology - Service Level Agreements |
| Topic 4: ITIL Service Lifecycle | 20% | - Service Strategy - Service Operation - Continual Service Improvement - Service Design - Service Transition |
| Topic 5: Key Principles and Models | 15% | - Governance Model - Deming Cycle - Service Portfolio - Process Model |
| Topic 6: Selected ITIL Processes | 25% | - Service Level Management - Service Asset and Configuration Management - Problem Management - Release and Deployment Management - Incident Management - Change Management |
| Topic 7: Service Management as a Practice | 15% | - Stakeholders and Value Creation - Concept of Service and Service Management - Governance and Best Practice |
Peoplecert ITIL V3 Foundation Sample Questions:
1. Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?
A) Service Strategy
B) Continual Service Improvement
C) Service Transition
D) Service Operation
2. 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) How much did it cost?
B) What is the Value On Investment (VOI)?
C) How do we keep the momentum going?
D) What is the Return On Investment (ROI)?
3. Which of the following module would be MOST useful in helping to define an organizational structure?
A) Continual Service improvement (CSI) model.
B) Service Model
C) RACI model
D) The Deming Cycle
4. The design of IT services requires the effective and efficient use of what?
A) Performance, process, products, plans
B) People, products, plans, partners
C) People, process, products, partners
D) People, process, partners, performance
5. Which Service Design process makes the most use of data supplied by Demand Management?
A) Service Catalogue Management
B) Capacity Management
C) Service Level Management
D) IT Service Continuity Management
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: B |
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