CMS7 Exam Training Practice Tests (Peoplecert ITIL V3 Foundation)]

Question 1

Understanding customer usage of services and how this varies over the Business Lifecycle is part of which process?

A. Service Level Management B. Demand Management C. Component Capacity Management D. Service Portfolio Management

Correct Answer: B

Question 2

Which of the following availability management activities are considered to be proactive as opposed to reactive?
1.Monitoring system availability
2.Designing availability into a proposed solution

A. 2 only B. 1 only C. Both of the above D. Neither of the above

Correct Answer: A

Question 3

How many people should be accountable for a process as defined in the RACI model?

A. Only one - the process architect B. Only one - the process owner C. Two - the process owner and the process enactor D. As many as necessary to complete the activity

Correct Answer: B

Question 4

Which of the following is NOT an example of Self-Help capabilities?

A. Menu-driven range of self help and service requests B. A direct interface into the back end process handling software C. Web front-end D. Requirement to always call the service desk for service requests

Correct Answer: D

Question 5

In which core publication can you find detailed descriptions of Service Level Management, Availability Management, Supplier Management and IT Service Continuity Management?

A. Service Design B. Service Transition C. Service Strategy D. Service Operation

Correct Answer: A

Question 6

Which of the following is the BEST description of a Service-based Service Level Agreement (SLA)?

A. An SLA that covers all customers for all services B. The SLA covers an individual customer group for all services they use C. The SLA covers one service, for all the customers of that service D. An SLA for a service with no customers

Correct Answer: C

Question 7

What is the BEST description of the purpose of service operation?

A. To decide how IT will engage with suppliers during the service lifecycle B. To design and build processes that will meet business needs C. To proactively prevent all outages to IT services D. To deliver and manage IT services at agreed levels to business users and customers

Correct Answer: D

Question 8

At which stage of the service lifecycle should the processes needed to operate a new service be defined?

A. Service transition: Plan and prepare for deployment B. Service strategy: Develop the offerings C. Service operation: IT operations management D. Service design: Design the processes

Correct Answer: D

Peoplecert ITIL V3 Foundation - CMS7 Exam Practice Test