Peoplecert CMS7 : ITIL V3 Foundation

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Peoplecert CMS7 Exam Syllabus Topics:

Peoplecert ITIL V3 Foundation Sample Questions:

1. Which areas of service management can benefit from automation?
1.Design and modelling
2.Reporting
3.Pattern recognition and analysis
4.Detection and monitoring

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

2. Which of the following is a responsibility of Supplier Management?

A) Development, negotiation and agreement of Service Level Agreements.
B) Development, negotiation and agreement of Organizational Level Agreements
C) Development, negotiation and agreement of Service Portfolio
D) Development, negotiation and agreement of contracts.

3. Which of the following are Service Desk organizational structures?
1.Local Service Desk
2.Virtual Service Desk
3.IT Help Desk
4.Follow the Sun

A) 2, 3 and 4 only
B) 1, 2 and 4 only
C) 1, 3 and4 only
D) 1, 2 and 3 only

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

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

5. A process owner is responsible for which of the following?
1.Documenting the process
2.Defining process Key Performance Indicators (KPIs)
3.Improving the process
4.Ensuring process staff undertake the required training

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

Solutions: