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

2. Contracts are used to define:

A) Metrics and Critical Success Factors (CSFs) in an external agreement
B) The provision of IT services or business services by a Service Provider
C) Service Levels that have been agreed between the Service Provider and their Customer
D) The provision of goods and services by Suppliers

3. In Service Operation, if too much emphasis is placed on 'Stability', what might the likely outcome be in terms of responsiveness to customer needs?

A) There is only likely to be a positive outcome from improved stability - the customers must be made fully aware of this and their expectations regarding responsiveness must be managed
B) Customers needs will be met more easily because of the improved stability of the services with fewer failures to disrupt timely delivery
C) It is possible that responsiveness may suffer and customers needs may not be met within business timescales
D) From the information given, it is not possible to comment regarding the impact on responsiveness of over-emphasis on stability

4. Which of the following would a major problem review examine?
1.Things that were done correctly
2.Things that were done incorrectly
3.How to prevent recurrence
What could be done better in the future

A) 2 and 3 only
B) All of the above
C) 1 only
D) 1, 2 and 4 only

5. Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items need to be identified?

A) Business and IT Strategy and Process Definitions
B) Vision and Strategy, Tactical Goals and Operational Goals
C) Business Objectives, IT Objectives, Process Metrics
D) Process Models, Goals and Objectives

Solutions: