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Peoplecert CMS7 Exam Syllabus Topics:

Peoplecert ITIL V3 Foundation Sample Questions:

1. Consider the following list:
1) Change Authority
2) Change Manager
3) Change Advisory Board (CAB) What are these BEST described as?

A) Functions
B) Job descriptions
C) Roles, people or groups
D) Teams

2. What are the processes within Service Operation?

A) Incident Management, Problem Management, Service Desk, Request Fulfillment and Management
B) Event Management, Incident Management, Problem Management, Request Fulfillment and Access Management
C) Event Management, Incident Management. Change Management and Access Management
D) Incident Management, Service Desk, Request Fulfillment, Access Management and Event Management

3. Which of the following statements is CORRECT?

A) Service owners are as important to service management as process owners
B) Process owners and service owners are not required within the same organization
C) Process owners are more important to service management than service owners
D) Service owners are more important to service management than process owners

4. Which of the following questions does Service Strategy help answer with its guidance?
1.How do we prioritize investments across a portfolio?
2.What services to offer and to whom?
3.What are the Patterns of Business Activity (PBA)?

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

5. Hierarchic escalation is best described as?

A) Failing to meet the Incident resolution times specified in a Service Level Agreement
B) Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
C) Notifying more senior levels of management about an Incident
D) Passing an Incident to people with a greater level of technical skill

Solutions: