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Peoplecert CMS7 Exam Syllabus Topics:

Peoplecert ITIL V3 Foundation Sample Questions:

1. What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?

A) Return On Investment (ROI), Value On Investment (VOI), quality
B) Strategic, tactical and operational
C) Technology, process and service
D) Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activities

2. Which of the following is NOT a valid objective of Problem Management?

A) To prevent Problems and their resultant Incidents
B) To manage Problems throughout their lifecycle
C) To eliminate recurring Incidents
D) To restore service to a user

3. Which of the following is NOT an aim of the change management process?

A) To ensure that all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
B) To deliver and manage IT services at agreed levels to business users
C) To ensure the impact of changes is better understood
D) To ensure standardized methods and procedures are used for efficient and prompt handling of changes

4. The BEST description of the purpose of Service Operation is?

A) To proactively prevent all outages to IT Services
B) To deliver and support IT Services at agreed levels to business users and customers
C) To design and build processes that will meet business needs
D) To decide how IT will engage with suppliers during the Service Management Lifecycle

5. Which role or function is responsible for monitoring activities and events in the IT Infrastructure?

A) Capacity Management
B) IT Operations Management
C) Service Level Management
D) Incident Management

Solutions: