Peoplecert ITIL V3 Foundation - CMS7 Exam Questions [2026]

QUESTION NO: 1
Which of the following is the BEST definition of an Incident?

A. Loss of ability to operate to specification, or to deliver the required output B. An unplanned interruption to an IT service or reduction in the quality of an IT service C. A change of state which has significance for the management of a Configuration Item or IT Service D. A warning that a threshold has been reached, something has changed, or a failure has occurred

Correct Answer: B

QUESTION NO: 2
Which process or function is responsible for the Definitive Media Library and Definitive Spares?

A. Request Fulfilment B. Facilities Management C. Service Asset and Configuration Management D. Access Management

Correct Answer: C

QUESTION NO: 3
Which process is responsible for frequently occurring changes where risk and cost are low?

A. Access management B. Release and Deployment Management C. Incident Management D. Request Fulfillment

Correct Answer: D

QUESTION NO: 4
Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

A. Event Management B. Change Management C. Problem Management D. Service Level Management

Correct Answer: C

QUESTION NO: 5
Which of the following activities are responsibilities of a Supplier Manager?
1) Negotiating and agreeing Contracts
2) Updating the Supplier and Contract database
3) Planning for possible closure, renewal or extension of contracts
4) Managing relationships with internal suppliers

A. 2, 3 and 4 only B. 1, 2 and 3 only C. None of the above D. 1, 3 and 4 only

Correct Answer: B

QUESTION NO: 6
Which of the following is MOST concerned with the design of new or changed services?

A. Change Management B. Service Transition C. Service Design D. Service Strategy

Correct Answer: C

QUESTION NO: 7
Which of the following is NOT a valid objective of Problem Management?

A. To manage Problems throughout their lifecycle B. To prevent Problems and their resultant Incidents C. To eliminate recurring Incidents D. To restore service to a user

Correct Answer: D

QUESTION NO: 8
What do technology metrics measure?

A. Customer satisfaction B. Processes C. Components D. The end to end service

Correct Answer: C

QUESTION NO: 9
Which of the following are the two primary elements that create value for customers?

A. Understanding Service Requirements and Warranty B. Value on Investment (VOI), Return on Investment (ROI) C. Utility and Warranty D. Customer and User satisfaction

Correct Answer: C

QUESTION NO: 10
Which of the following are the MAIN objectives of incident management?
1.To automatically detect service affecting events
2.To restore normal service operation as quickly as possible
3.To minimize adverse impacts on business operations

A. All of the above B. 1 and 3 only C. 1 and 2 only D. 2 and 3 only

Correct Answer: D

QUESTION NO: 11
A process owner is responsible for which of the following?
1.Documenting the process
2.Defining process Key Performance Indicators (KPIs)
3.Improving the process
4.Ensuring process staff undertake the required training

A. 1, 2 and 4 only B. All of the above C. 1, 2 and 3 only D. 1, 3 and 4 only

Correct Answer: B

QUESTION NO: 12
Which of the following BEST describes the goal of Access Management?

A. Provides the rights for users to be able of services B. To prevent Problems and resulting Incidents from happening C. To detect security events and make sense of them D. To provide a channel for users to request and receive standard services

Correct Answer: A

QUESTION NO: 13
At which stage of the service lifecycle should the processes needed to operate a new service be defined?

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

Correct Answer: A

QUESTION NO: 14
Which of the following is the CORRECT definition of a Release Unit?

A. A function described within Service Transition B. A measurement of cost C. The portion of a service or IT infrastructure that is normally released together D. The team of people responsible for implementing a release

Correct Answer: C