Peoplecert Peoplecert Certification CMS7

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Peoplecert ITIL V3 Foundation Sample Questions:

1. Which of the following can help determine the level of impact of a problem?

A) Statement of Requirements (SOR)
B) Definitive Media Library (DML)
C) Configuration Management System (CMS)
D) Standard Operating Procedures (SOP)

2. Which of the following sentences BEST describes a Standard Change?

A) A change that is made as the result of an audit
B) A change that correctly follows the required change process
C) A change to the service provider's established policies and guidelines
D) A pre-authorized change that has an accepted and established procedure

3. The group that authorizes changes that must be installed faster than the normal process is called the?

A) Emergency CAB (ECAB)
B) Urgent Change Board (UCB)
C) Urgent Change Authority (UCA)
D) CAB Emergency Committee (CAB/EC)

4. Undertaking a gap analysis is a key activity within which part of the Deming Cycle for improving services and service management processes?

A) Do
B) Check
C) Act
D) Plan

5. Which of the following statements about incident reporting and logging is CORRECT?

A) Incidents can only be reported by users
B) Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
C) All calls to the service desk must be logged as incidents
D) Incidents reported by technical staff must also be logged as problems

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