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Peoplecert CMS7 Exam Syllabus Topics:

Peoplecert ITIL V3 Foundation Sample Questions:

Question 1

Service Design emphasises the importance of the Four Ps'. Which of the following is a correct list of these Four Ps?

A. Potential, Preparation, Performance, Profit
B. People, Potential, Products, Performance
C. People, Process, Products, Partners
D. People, Products, Partners, Profit

Question 2

Which part of ITIL provides guidance in adapting good practice for specific business environments and organizational strategies?

A. Pocket Guides
B. The Service Strategy book
C. The ITIL Complementary Guidance
D. The Service Support book

Question 3

Which of the following questions does the guidance in service strategy help to answer?What services should we offer and to whom? How do we differentiate ourselves from competing alternatives? How do we create value for our customers?

A. 1 only
B. All of the above
C. 2 only
D. 3 only

Question 4

Which of the following are within the scope of service asset and configuration management?
1. Identification of configuration items (CIs)
2.Recording relationships between CIs
3.Recording and control of virtual Cis
4.Approving finance for the purchase of software to support service asset and configuration management

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

Question 5

Hierarchic escalation is best described as?

A. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
B. Failing to meet the Incident resolution times specified in a Service Level Agreement
C. Passing an Incident to people with a greater level of technical skill
D. Notifying more senior levels of management about an Incident

Solutions: