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Peoplecert CMS7 Exam Syllabus Topics:

Peoplecert ITIL V3 Foundation Sample Questions:

1. Where should details of a Workaround always be documented?

A) The Availability Management Information System
B) The Service Level Agreement (SLA)
C) The Problem Record
D) The IT Service Continuity Plan

2. Which of the following is an example of capabilities?

A) Software to allow programmers to debug code
B) Menu driven range of facilities used to access service requests
C) Calls to the service desk to register standard changes
D) A software update downloaded automatically to all laptops in an organization

3. Which of the following is NOT the responsibility of service catalogue management?

A) Ensuring that all operational services are recorded in the service catalogue
B) Ensuring that service level agreements are current
C) Ensuring that information in the service catalogue is accurate
D) Ensuring that information in the service catalogue is consistent with information in the service portfolio

4. Which of the following are responsibilities of a Service Level Manager?
1.Agreeing targets in Service Level Agreements
2.Designing the service so it can meet the targets
3.Ensuring all needed contracts and agreements are in place

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

5. Which of these are objectives of Service Level Management
1: Defining, documenting and agreeing the level of IT Services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4:
Identifying possible future markets that the Service Provider could operate in

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

Solutions: