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Peoplecert CMS7 Exam Syllabus Topics:

Peoplecert ITIL V3 Foundation Sample Questions:

1. What is most likely to cause a loss of faith in the Service Level Management process?

A) Clear, concise, unambiguous wording in the Service Level Agreements(SLAs)
B) Measurements that match the customer's perception of the service
C) Involving customers in drafting Service Level Requirements
D) Inclusion of items in the SLA that cannot be effectively measured

2. Which of these statements about Resources and Capabilities is CORRECT?

A) Capabilities are types of Service Asset and Resources are not
B) Resources are types of Service Asset and Capabilities are not
C) Resources and Capabilities are both types of Service Asset
D) Neither Capabilities nor Resources are types of Service Asset

3. The design of IT services requires the effective and efficient use of what?

A) People, process, products, partners
B) Performance, process, products, plans
C) People, process, partners, performance
D) People, products, plans, partners

4. Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?

A) The Service Manager
B) The Request Fulfillment Process Owner
C) The Service Desk Manager
D) The Request Fulfillment Process Manager

5. Which of the following is the correct set of steps for the continual service improvement model/approach?

A) What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?
B) Where do we want to be?; How do we get there?; How do we check we have arrived?; How do we keep the momentum going?
C) Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
D) Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution

Solutions: