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Peoplecert CMS7 Exam Syllabus Topics:

Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of the following is NOT a part of the service design stage of the service lifecycle?

A) Measuring the effectiveness and efficiency of service design and the supporting processes
B) Producing quality, secure and resilient designs for new or improved services
C) Taking the overall service strategies and ensuring they are reflected in the Service Design process and the service designs that are produced
D) Designing and maintaining all necessary service transition packages

2. Which of the following is the BEST description of a service-based service level agreement (31 A)

A) An agreement that covers service specific issues in a multi-level SLA structure
B) An agreement with an individual customer group, covering all the services that they use
C) An agreement that covers one service for all customers of that service
D) An agreement that covers one service for a single customer

3. Which of the following activities are helped by recording relationships between Configuration Items (CIs)?
1) Assessing the impact and cause of Incidents and Problems 2) Assessing the impact of proposed Changes
3) Planning and designing a Change to an existing service
4) Planning a technology refresh or software upgrade

A) All of the above
B) 1 and 2 only
C) 1, 3 and 4 only
D) 1, 2 and 4 only

4. Which of the following statements about processes is CORRECT?
1.A process is always organized around a set of objectives
2.A process should be documented

A) Both of the above
B) Neither of the above
C) 2 only
D) 1 only

5. Which of the following best describes a Service Request?

A) Any request or demand that is entered by a user via a Self-Help web-based interface
B) Anything that the customer wants and is prepared to pay for
C) A request from a User for information or advice, or for a Standard Change
D) Any request for change that is low risk and can be approved by the Change Manager without a CAB meeting

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