Exam Name: ITIL V3 Foundation
Certification Provider: Peoplecert
Corresponding Certification: Peoplecert Certification
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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| ITIL Service Lifecycle | 20% | - Service Design - Service Strategy - Service Operation - Continual Service Improvement - Service Transition |
| Technology and Architecture | 5% | - Architectural Considerations - Enabling Technology |
| Selected ITIL Processes | 25% | - Change Management - Service Level Management - Incident Management - Problem Management - Release and Deployment Management - Service Asset and Configuration Management |
| Generic Concepts and Definitions | 10% | - Key Terminology - Service Assets and Configuration - Service Level Agreements |
| Functions and Roles | 10% | - IT Operations Management - Key Roles - Technical Management - Service Desk - Application Management |
| Service Management as a Practice | 15% | - Concept of Service and Service Management - Governance and Best Practice - Stakeholders and Value Creation |
| Key Principles and Models | 15% | - Deming Cycle - Governance Model - Process Model - Service Portfolio |
Peoplecert ITIL V3 Foundation Sample Questions:
Which of the following CANNOT be stored and managed by a tool?
- A. Information
- B. Wisdom
- C. Knowledge
- D. Data
What is a RACI model used for?
- A. Monitoring services
- B. Performance analysis
- C. Recording Configuration Items
- D. Defining roles and responsibilities
How is the Service Catalogue used to add value to the service provider organization?
- A. Displaying the relationships between configuration items
- B. Showing the business impact of a change
- C. Providing a central source of information on the IT services delivered
- D. To predict the root cause of issues in the IT infrastructure
Which of the following is the BEST definition of an Event?
- A. An unplanned interruption to an IT service
- B. The unknown cause of one or more Incidents
- C. Reducing or eliminating the cause of an Incident or Problem
- D. Any detectable or discernable occurrence that has significance for the management of the IT infrastructure
There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below?
1.Progress
2.Effectiveness
3.Efficiency
4.?
- A. Compliance
- B. Capacity
- C. Conformance
- D. Cost
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