Peoplecert Peoplecert Certification 58 Questions & Answers

• Question 1:

  Which process works with incident management to ensure that security breaches are detected and logged?

  A. Change management

  B. Service level management

  C. Access management

  D. Continual service improvement

  Correct Answer: C

• Question 2:

  Which are the elements of process control?

  A. Inputs, outputs and triggers

  B. Work instructions, procedures and roles

  C. Resources, capabilities and metrics

  D. Process owner, policy and objectives

  Correct Answer: D

• Question 3:

  What is the definition of a service improvement plan (SIP)?

  A. A formal plan to implement improvements to a customer's business processes

  B. An input from availability management to service level management, detailing the service design plan

  C. A formal plan to implement improvements to a service or process

  D. An input from financial management for IT services to service level management, detailing the budget plan

  Correct Answer: C

• Question 4:

  What can be used to help determine the impact level of a problem?

  A. Definitive media library (DML)

  B. Configuration management system (CMS)

  C. Statement of requirements (SOR)

  D. Standard operating procedures (SOP)

  Correct Answer: B

• Question 5:

  Which are phases of the release and deployment process?

  1.

  Release build and test

  2.

  Review and close

  3.

  Categorize and record

  4.

  Change authorization and schedule

  A. 1 and 2

  B. 1 and 3

  C. 2 and 4 D. 3 and 4

  Correct Answer: A

• Question 6:

  Which statement about metrics is CORRECT?

  A. Process metrics can be used to measure end-to-end service performance

  B. Technology metrics can be used to measure component performance and availability

  C. Process metrics can be used to measure the utilization of a supplier's network

  D. Technology metrics can be used to determine the overall health of a process

  Correct Answer: B

• Question 7:

  What takes place in the "Did we get there?" step of the continual service improvement (CSI) approach?

  A. An initial baseline assessment

  B. The production of a detailed CSI plan

  C. Verifying that improvement targets have been achieved

  D. Understanding priorities for improvement

  Correct Answer: C

• Question 8:

  Which process is used to compare the value that new services offer with the value of the services they have replaced?

  A. Availability management

  B. Capacity management

  C. Service portfolio management

  D. Service catalogue management

  Correct Answer: C

• Question 9:

  Which is an important principle of communication in service operation?

  A. Information should always be communicated

  B. It has an intended purpose or a resultant action

  C. Meetings are always the best method of communication

  D. It is stored in the configuration management system

  Correct Answer: B

• Question 10:

  What MAIN factors are considered to assess the priority of an incident?

  A. The urgency and impact

  B. The impact and complexity

  C. The cost and urgency

  D. The complexity and cost

  Correct Answer: A