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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Lifecycle | - Continual Service Improvement - Service Design - Service Operation - Service Strategy - Service Transition |
| Topic 2: Processes and Functions | - Functions such as service desk, technical management - Key ITIL processes and their purposes |
| Topic 3: Service Management as a Practice | - Role of service management - Concept of best practices in service management - Definition of services and customers |
Peoplecert ITIL V3 Foundation Sample Questions:
What is the BEST description of an Operational Level Agreement (OLA)?
- A. An agreement between the service provider and another part of the same organization
- B. An agreement between the service provider and an external organization
- C. A document that describes to a customer how services will be operated on a day-to-day basis
- D. A document that describes business services to operational staff
There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below?
1.Progress
2.Effectiveness
3.Efficiency
4.?
- A. Conformance
- B. Compliance
- C. Capacity
- D. Cost
Which of the following are Service Desk organizational structures?
1.Local Service Desk
2.Virtual Service Desk
3.IT Help Desk
4.Follow the Sun
- A. 1, 2 and 3 only
- B. 2, 3 and 4 only
- C. 1, 3 and 4 only
- D. 1, 2 and 4 only
The information that is passed to service transition to enable the implementation of a new service is called what?
- A. A service level package (SLP)
- B. A service design package (SDP)
- C. A service transition package (STP)
- D. A new service package (NSP)
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
