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Peoplecert CMS7 Exam Syllabus Topics:

Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of the following would a major problem review examine?
1.Things that were done correctly
2.Things that were done incorrectly
3.How to prevent recurrence
What could be done better in the future

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

2. The difference between a Service Level Agreement (SLA) and an Operional Level Agreement (OLA) is that:

A) An SLA defines Service Level Requirements, an OLA defines Service Level Targets
B) An SLA is legally binding, an OLA is a best efforts agreement
C) An SLA defines the service to be provided, an OLA defines internal support needed to deliver the service
D) An SLA is with an external customer, an OLA is with an internal customer

3. The information that is passed to service transition to enable the implementation of a new service is called what?

A) A new service package (NSP)
B) A service level package (SLP)
C) A service transition package (STP)
D) A service design package (SDP)

4. Which of the following is NOT the responsibility of service catalogue management?

A) Ensuring that information in the service catalogue is accurate
B) Ensuring that service level agreements are current
C) Ensuring that all operational services are recorded in the service catalogue
D) Ensuring that information in the service catalogue is consistent with information in the service portfolio

5. Which of the following are types of communication you could expect the functions within Service Operation to perform?
1) Communication between Data Centre shifts
2) Communication related to changes
3) Performance reporting
4) Routine operational communication

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

Solutions: