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Peoplecert CMS7 Exam Syllabus Topics:

Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of these is the BEST description of a release unit?

A) A metric for measuring the effectiveness of the Release and Deployment Management process
B) The smallest part of a service or IT infrastructure that can be independently changed
C) The portion of a service or IT infrastructure that is normally released together
D) The portion of a service or IT infrastructure that is changed by a particular release

2. Which process is responsible for sourcing and delivering components of requested standard services?

A) IT Finance
B) Service Desk
C) Service Portfolio Management
D) Request Fulfillment

3. There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below?
1.Progress
2.Effectiveness
3.Efficiency
4.?

A) Cost
B) Compliance
C) Conformance
D) Capacity

4. Who is responsible for defining Key Performance Indicators for Change Management?

A) The Change Management Process Owner
B) The Change Advisory Board (CAB)
C) The Service Owner
D) The Continual Service Improvement Manager

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

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

Solutions: