Peoplecert Peoplecert Certification 58 Questions & Answers

• Question 21:

  Which are objectives of problem management?

  1.

  Eliminate recurring incidents

  2.

  Minimize the impact of incidents that cannot be prevented

  3.

  Increase visibility and communication of incidents

  4.

  Provide a trigger for the raising of incidents

  A. 1 and 2

  B. 2 and 3

  C. 3 and 4

  D. 1 and 4

  Correct Answer: A

• Question 22:

  What does the `C' in `RACI' refer to?

  A. Communicate

  B. Configure

  C. Customer

  D. Consult

  Correct Answer: D

• Question 23:

  Which BEST describes the purpose of the CSI register?

  A. To capture, record and prioritize all improvement opportunities

  B. To store details of all component CIs and their interfaces

  C. To be a central repository for all IT service management related information

  D. To record details of all live services and their service targets

  Correct Answer: A

• Question 24:

  What is part of a configuration management system (CMS)?

  1.

  Configuration records

  2.

  Configuration management databases

  3.

  Physical assets

  4.

  Release plans

  A. 1 and 2

  B. 1 and 3

  C. 2 and 4

  D. 3 and 4

  Correct Answer: A

• Question 25:

  Which statement BEST describes the value of the service transition stage to the business?

  A. It supports the creation of a catalogue of services?

  B. It leads to gradual and continual improvement in service quality

  C. It ensures the production of more successful service designs

  D. It results in higher volumes of successful change

  Correct Answer: D

• Question 26:

  Which statement about Service Asset and Configuration Management (SACM) is FALSE?

  A. The scope of SACM includes management of the complete lifecycle of every configuration item (CI)

  B. Configuration baselines and versions are produced by SACM

  C. SACM maintains an accurate and complete configuration management system (CMS)

  D. All changes to Cis are authorized by SACM

  Correct Answer: B

• Question 27:

  Which is a supplier category?

  A. Technical

  B. Commodity

  C. Customer

  D. Resource

  Correct Answer: D

• Question 28:

  Which is an example of how service automation assists service automation assists service management?

  A. Customers can employ more sales staff during peak business periods

  B. The capacity of services can be adjusted to respond to respond to variations in demand

  C. Requests for new services can be authorized by anyone in service management

  D. The capacity of the service desk can be reduced to prevent users contacting it at busy times

  Correct Answer: B

• Question 29:

  What do customers NOT have ownership of when receiving value from services?

  A. Specific costs and outcomes

  B. Specific costs and risks

  C. Specific risks and impacts

  D. Specific outcomes and impacts

  Correct Answer: C

• Question 30:

  Which list includes information that would be collected when any incident is first logged?

  A. Unique reference number, escalation activity, incident priority

  B. Unique reference number, incident priority, description of symptoms

  C. Escalation activity, closure category, resolution date and time

  D. Closure category, description of symptoms, resolution date and time

  Correct Answer: B