Peoplecert Peoplecert Certification 58 Questions & Answers

• Question 111:

  Which of the following provides the PRIMARY source of guidance on what needs to be protected by information security management?

  A. IT management

  B. Service desk manager

  C. Business management

  D. The change manager

  Correct Answer: C

• Question 112:

  When tan a known error record tie raised?

  (1)

  At any time when it would be useful to do so

  (2)

  After a workaround has been found

  A.

  2 only

  B.

  1 only

  C.

  Neither of the above

  D.

  Both of the above

  Correct Answer: C

• Question 113:

  Which of the following is the BEST definition of an event?

  A. Any detectable or discernible occurrence that has significance for the management of the IT infrastructure

  B. An unplanned interruption to an IT service or a reduction in the quality of an IT service

  C. The unknown cause of one or more incidents that have an impact on an IT service

  D. Reducing or eliminating the cause of an incident or problem

  Correct Answer: A

• Question 114:

  Customer perceptions and business outcomes help lo define what?

  A. The value off a service

  B. Governance

  C. Total cost of ownership (TCO)

  D. Key performance indicators (KPIs)

  Correct Answer: A

• Question 115:

  Which of the following questions does the guidance in service strategy help to answer?

  (1)

  What services should we offer and to whom?

  (2)

  How do we differentiate ourselves from competing alternatives?

  (3)

  How do we create value for our customers?

  A.

  1 only

  B.

  2 only

  C.

  3 only

  D.

  All of the above

  Correct Answer: D

• Question 116:

  Which of the following would commonly be in a contract underpinning an IT service?

  (1)

  Marketing information

  (2)

  Contract description and scope

  (3)

  Responsibilities and dependencies

  A.

  1 and 2 only

  B.

  1 and 3 only

  C.

  2 and 3 only

  D.

  None of the above

  Correct Answer: C

• Question 117:

  A configuration model can be used to help

  (1)

  Assess the impact and cause of incidents and problems

  (2)

  Assess the impact of proposed changes

  (3)

  Plan and design new or changed services

  (4)

  Plan technology refresh and software upgrades

  A.

  1, 2 and 3 only

  B.

  All of the above

  C.

  1, 2 and 4 only

  D.

  3 and 4 only

  Correct Answer: B

• Question 118:

  Which of the following is NOT defined as part of every process?

  A. Roles

  B. Inputs and outputs

  C. Functions

  D. Metrics

  Correct Answer: C

• Question 119:

  What are the processes within Service Operation?

  A. Event Management, Incident Management, Problem Management, Request Fulfillment and Access Management

  B. Event Management, Incident Management. Change Management and Access Management

  C. Incident Management, Problem Management, Service Desk, Request Fulfillment and Management

  D. Incident Management, Service Desk, Request Fulfillment, Access Management and Event Management

  Correct Answer: A

• Question 120:

  Which process or function is responsible for the Definitive Media Library and Definitive Spares?

  A. Facilities Management

  B. Access Management

  C. Request Fulfillment

  D. Service Asset and Configuration Management

  Correct Answer: D