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Peoplecert CMS7 Exam Syllabus Topics:

Peoplecert ITIL V3 Foundation Sample Questions:

1. The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

A) A Pre-approved Change
B) A Service Change
C) A Change Advisory Board
D) A Change Model

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

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

3. Which process lists "Understanding patterns of business activity" as a major role?

A) Supplier Management
B) Demand Management
C) Service Desk
D) Request Fulfillment

4. Which of the following is NOT an objective of the Operations Management function?

A) Swift application of skills to diagnose any IT Operations failures that occur
B) Maintenance of status quo to achieve stability of day to day processes and activities
C) Regular scrutiny and improvements to achieve improved service at reduced costs
D) First line Incident investigation and diagnosis logged by users

5. What is the BEST description of an Operational Level Agreement (OLA)?

A) A document that describes to a customer how services will be operated on a day-to-day basis
B) An agreement between the service provider and another part of the same organization
C) A document that describes business services to operational staff
D) An agreement between the service provider and an external organization

Solutions: