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Peoplecert CMS7 Exam Syllabus Topics:

Peoplecert ITIL V3 Foundation Sample Questions:

1. What are the categories of event described in the ITIL Service Operation book?

A) Scheduled, Unscheduled, Emergency
B) Informational, Warning, Exception
C) Informational, Scheduled, Normal
D) Warning, Reactive, Proactive

2. Order the following continual service improvement (CSI) implementation steps into the correct
sequence in alignment with the plan, Do, Check, Act (PDCA) model.
-Allocate roles and responsibilities to work on CSI initiatives.
-Measure and review that the CSI plan is executed and its objectives are being achieved.
-Identify the scope, objectives and requirements for CSI.
-Decision on implementation of further enhancement.

A) 3-4-2-1
B) 1-3-2-4
C) 2-3-4-1
D) 3-1-2-4

3. Which Problem Management activity helps to ensure that the true nature of the problem can be easily traced and meaningful management information can be obtained?

A) Prioritization
B) Logging
C) Closure
D) Categorization

4. Which of the following is NOT a responsibility of service transition?

A) To plan the resource requirements to manage a release
B) To ensure that a service can be managed, operated and supported within constraints specified by design
C) To provide quality knowledge of change and release and deployment management
D) To design and develop capabilities for service management

5. Customer perceptions and business outcomes help to define what?

A) The value of a service
B) Key Performance Indicators (KPIs)
C) Total Cost of Ownership (TCO)
D) Customer satisfaction

Solutions: