Exam Name: ITIL V3 Foundation
Certification Provider: Peoplecert
Corresponding Certification: Peoplecert Certification
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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: ITIL Service Lifecycle | 20% | - Service Transition - Service Strategy - Continual Service Improvement - Service Design - Service Operation |
| Topic 2: Key Principles and Models | 15% | - Deming Cycle - Service Portfolio - Process Model - Governance Model |
| Topic 3: Service Management as a Practice | 15% | - Governance and Best Practice - Stakeholders and Value Creation - Concept of Service and Service Management |
| Topic 4: Functions and Roles | 10% | - IT Operations Management - Key Roles - Application Management - Technical Management - Service Desk |
| Topic 5: Technology and Architecture | 5% | - Architectural Considerations - Enabling Technology |
| Topic 6: Generic Concepts and Definitions | 10% | - Service Assets and Configuration - Service Level Agreements - Key Terminology |
| Topic 7: Selected ITIL Processes | 25% | - Release and Deployment Management - Service Level Management - Incident Management - Change Management - Problem Management - Service Asset and Configuration Management |
Peoplecert ITIL V3 Foundation Sample Questions:
What is the BEST description of the purpose of service operation?
- A. To decide how IT will engage with suppliers during the service lifecycle
- B. To proactively prevent all outages to IT services
- C. To deliver and manage IT services at agreed levels to business users and customers
- D. To design and build processes that will meet business needs
Correct Answer: C 🗳️
What are the three Service Provider business models?
- A. Internal Service provider, Outsourced 3rd party and Off-shore party
- B. Internal Service Operations provider, External Service Operations provider, Shared Service Unit
- C. Internal Service provider, External Service provider, Shared Service Provider
- D. Internal Service provider, External Service provider, Outsourced 3rd Party
Correct Answer: C 🗳️
Which of the following is NOT part of the Service Design phase of the Service Lifecycle?
- A. Measuring the effectiveness and efficiency of Service Design and the supporting processes
- B. Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization
- C. Produce and maintain all necessary Service Transition packages
- D. Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced
Correct Answer: C 🗳️
What is the objective of Access Management?
- A. To provide security staff for Data Centers and other buildings
- B. To manage access to computer rooms and other secure locations
- C. To manage the right to use a service or group of services
- D. To manage access to the Service Desk
Correct Answer: C 🗳️
Which of the following statements is CORRECT?
1.The only phase of the Service Management Lifecycle where value can be measured is Service
Operation
2.All of the phases of the lifecycle are concerned with the value of IT services
- A. Both of the above
- B. 2 only
- C. 1 only
- D. Neither of the above
Correct Answer: B 🗳️
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