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Peoplecert CMS7 Exam Syllabus Topics:

Peoplecert ITIL V3 Foundation Sample Questions:

1. Within the Continual Service Improvement (CSI) 7 step improvement process, data needs to be gathered and analyzed from which other area of the lifecycle in order to answer the question "Did we get there?"?

A) Service Operation
B) Service Strategy
C) Service Transition
D) Service Design

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

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

3. Which of the following statements about processes is INCORRECT?

A) The objective of any IT process should be expressed in terms of business benefits and goals
B) A process may define policies, standards and guidelines
C) The definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"
D) The output from a process has to conform to operational norms derived from business objectives

4. Which process is responsible for sourcing and delivering components of requested standard services?

A) IT finance
B) service desk
C) Request fulfillment
D) service portfolio management

5. Which of the following is NOT an example of Self-Help capabilities?

A) Menu-driven range of self help and service requests
B) A direct interface into the back end process handling software
C) Web front-end
D) Requirement to always call the service desk for service requests

Solutions: