A known IT service stops performing during normal business hours, then the user of the IT service calls the service desk.
What should the service desk open?
A. A problem record
B. A service request
C. An incident record
D. An emergency request
What is NOT within the scope of service catalogue management?
A. Contribution to the definition of services
B. Interfaces between all services and supporting services
C. Interfaces between the service catalogue and service portfolio
D. Fulfillment of business service requests
Which statement about internal customers is CORRECT?
A. Services are provided to internal customers under contractual agreements
B. Internal customers have different organizational objectives from their service provider
C. Agreed levels of service are not as important to internal customers
D. Internal customers are part of the same organization as the service provider
Which is NOT an objective of the change management process?
A. To ensure that all changes to configuration items are recorded in the configuration management system
B. To ensure that changes are recorded and evaluated
C. To respond to the business and IT requests for change that will align the services with the business needs
D. To deliver and manage IT services at agreed levels to business users
What are the two MAIN types of activity in problem management?
A. Technical and service
B. Resource and proactive
C. Reactive and technical
D. Proactive and reactive
Which service transition process provides guidance about converting data into information?
A. Change evaluation
B. Knowledge management
C. Service validation and testing
D. Service asset and configuration management
Which of the following form part of the five major aspects of service design?
1.
Service solutions for new or changed services
2.
Management policies and guidelines
3.
Business and governance requirements
4.
Technology architectures and management architectures
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4
The value created by a service is defined in terms of business outcomes, customer preferences, and which other element?
A. Customer assets
B. Customer perceptions
C. Business activity
D. Business vision
Which is NOT within the scope of service transition?
A. Managing major changes or new services into the operational environment.
B. Defining how the service provider will meet the customer's required business outcomes.
C. Ensuring that emergency changes are assessed for impact before implementation.
D. Creating a logical model between the individual components and the overall service.
Which statement BEST describes the stakeholders in service management?
A. A stakeholder can only be the customer of a service
B. A stakeholder is any individual or group that has invested their money and time in the services
C. A stakeholder can only be the provider of a service
D. A stakeholder is any individual or group who has an interest in the management of the services
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