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Peoplecert CMS7 Exam Syllabus Topics:

Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of these statements about Service Desk staff is CORRECT?

A) The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries
B) Service Desk staff should be recruited from people who have high levels of technical skill tominimize the cost of training them
C) Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained
D) The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles

2. Which of the following is the BEST description of a Service-based Service Level Agreement (SLA)?

A) An agreement that covers one service for all users of that service
B) An agreement with an individual customer group, covering all the services that they use
C) An agreement that covers one service for a single customer
D) An agreement that covers service specific issues in a multi-level SLA structure

3. The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

A) A Pre-approved Change
B) A Change Model
C) A Service Change
D) A Change Advisory Board

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

5. What is the definition of an Alert?

A) An error message to the user of an application
B) A warning that a threshold has been reached or that something has changed
C) A type of Incident
D) An audit report that indicates areas where IT is not performing according to agreed procedures

Solutions: