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Peoplecert CMS7 Exam Syllabus Topics:

Peoplecert ITIL V3 Foundation Sample Questions:

1. Which statement about Service Level Agreements (SLAs) is CORRECT?

A) There should always be a separate SLA for each specific customer
B) The wording must be clear and concise to allow no room for ambiguity
C) They must contain legal wording because of their importance
D) Changes to the SLA can only be requested by the customer

2. Which of the following BEST describes a 'Major Incident'?

A) An Incident that is so complex that it requires root cause analysis before any workaround can be found
B) An Incident which has a high impact on the business
C) An Incident which requires a large number of people to resolve
D) An Incident that is so complex that the Service Desk takes longer than five times the normal time to log it

3. Which role would you MOST expect to be involved in the management of Underpinning Contracts?

A) Service Catalogue Manager
B) Supplier Manager
C) IT Designer/Architect
D) Process Manager

4. A single Release unit, or a structured set of Release units can be defined within:

A) The RACI Model
B) A Release Package
C) The Plan, Do, Check, Act (PDCA) cycle
D) A Request Model

5. Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

A) Service Level Management
B) Problem Management
C) Event Management
D) Change Management

Solutions: