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Peoplecert CMS7 Exam Syllabus Topics:

Peoplecert ITIL V3 Foundation Sample Questions:

Question 1

What are the two major processes in Problem Management?

A. Resource and Proactive
B. Technical and Service
C. Proactive and Reactive
D. Reactive and Technical

Question 2

Which of the following is NOT a valid objective of Request Fulfillment?

A. To provide information to users about what services are available and how to request them
B. To source and deliver the components of standard services that have been requested
C. To provide a channel for users to request and receive standard services
D. To update the Service Catalogue with services that may be requested through the Service Desk

Question 3

Which of the following statements about processes is INCORRECT?

A. The objective of any IT process should be expressed in terms of business benefits and goals
B. The output from a process has to conform to operational norms derived from business objectives
C. The definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"
D. A process may define policies, standards and guidelines

Question 4

What is the BEST description in of a major incident?

A. An incident logged by a senior manager
B. An incident which is so complex that it requires root cause analysis before a workaround can be found.
C. An incident with a high priority or which has high impact on the business
D. An incident which requires a large number of people to resolve

Question 5

Which of the following is the BEST definition of an event?

A. The unknown cause of one or more incidents that have an impact on an IT service
B. Any detectable or discernible occurrence that has significance for the management of the IT infrastructure
C. Reducing or eliminating the cause of an incident or problem
D. An unplanned interruption to an IT service or a reduction in the quality of an IT service

Solutions: