Exam Name: ITIL V3 Foundation
Certification Provider: Peoplecert
Corresponding Certification: Peoplecert Certification
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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Key Principles and Models | 15% | - Service Portfolio - Process Model - Deming Cycle - Governance Model |
| Functions and Roles | 10% | - Application Management - Service Desk - IT Operations Management - Key Roles - Technical Management |
| ITIL Service Lifecycle | 20% | - Service Operation - Continual Service Improvement - Service Strategy - Service Transition - Service Design |
| Service Management as a Practice | 15% | - Stakeholders and Value Creation - Governance and Best Practice - Concept of Service and Service Management |
| Technology and Architecture | 5% | - Enabling Technology - Architectural Considerations |
| Generic Concepts and Definitions | 10% | - Service Level Agreements - Service Assets and Configuration - Key Terminology |
| Selected ITIL Processes | 25% | - Release and Deployment Management - Problem Management - Service Level Management - Service Asset and Configuration Management - Incident Management - Change Management |
Peoplecert ITIL V3 Foundation Sample Questions:
Customer perceptions and business outcomes help to define what?
- A. Key Performance Indicators (KPIs)
- B. Total Cost of Ownership (TCO)
- C. The value of a service
- D. Customer satisfaction
What are the three Service Provider business models?
- A. Internal Service provider, External Service provider, Outsourced 3rd Party
- B. Internal Service provider, External Service provider, Shared Service Provider
- C. Internal Service provider, Outsourced 3rd party and Off-shore party
- D. Internal Service Operations provider, External Service Operations provider, Shared Service Unit
What are the publications that provide guidance specific to industry sectors and organization types known as?
- A. The Service Support and Service Delivery books
- B. Pocket Guides
- C. The Service Strategy and Service Transition books
- D. The ITIL Complementary Guidance
Which of the following statements about processes is INCORRECT?
- A. A process may define policies, standards and guidelines
- B. The definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"
- C. The output from a process has to conform to operational norms derived from business objectives
- D. The objective of any IT process should be expressed in terms of business benefits and goals
When should tests for a new service be designed?
- A. After the service has been designed, before the service is handed over to Service Transition
- B. At the same time as the service is designed
- C. As part of Service Transition
- D. Before the service is designed
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