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Updated: Sep 29, 2026
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Peoplecert CMS7 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Lifecycle | - Continual Service Improvement - Service Design - Service Transition - Service Operation - Service Strategy |
| Service Management as a Practice | - Definition of services and customers - Concept of best practices in service management - Role of service management |
| Processes and Functions | - Functions such as service desk, technical management - Key ITIL processes and their purposes |
Peoplecert ITIL V3 Foundation Sample Questions:
In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to:
- A. Only manage Incidents effectively through 1st and 2nd line
- B. Only manage Incidents effectively through the 1st line
- C. Manage Incidents effectively through 1st, 2nd and 3rd line
- D. Only manage Incidents effectively at the 3rd line
Correct Answer: C 🗳️
Which of the following statements about processes is INCORRECT?
- A. The definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"
- B. A process may define policies, standards and guidelines
- 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
Correct Answer: A 🗳️
Which of the following are Service Desk organizational structures?
1.Local Service Desk
2.Virtual Service Desk
3.IT Help Desk
4.Follow the Sun
- A. 2, 3 and 4 only
- B. 1, 2 and 4 only
- C. 1, 2 and 3 only
- D. 1, 3 and 4 only
Correct Answer: B 🗳️
The 'multi-level SLA' is a three-layer structure. Which of the following layers is NOT part of this type of SLA?
- A. service level
- B. configuration level
- C. corporate level
- D. customer level
Correct Answer: B 🗳️
Which of these is the BEST description of a release unit?
- A. The portion of a service or IT infrastructure that is changed by a particular release
- B. The portion of a service or IT infrastructure that is normally released together
- C. The smallest part of a service or IT infrastructure that can be independently changed
- D. A metric for measuring the effectiveness of the Release and Deployment Management process
Correct Answer: B 🗳️
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