Peoplecert Peoplecert Certification 58 Questions & Answers

• Question 321:

  Event management, problem management, access management and request fulfillment are part of which stage of the service lifecycle?

  A. Service strategy

  B. Service transition

  C. Service operation

  D. Continual service improvement

  Correct Answer: C

• Question 322:

  Which of the following can include steps that will help to resolve an incident?

  1.

  Incident model

  2.

  Known error record

  A. 1 only

  B. 2only

  C. Both of the above D. Neither of the above

  Correct Answer: C

• Question 323:

  Which types of communication would the functions within service operation use?

  1.

  Communication between data centre shifts

  2.

  Communication related to changes

  3.

  Performance reporting

  4.

  Routine operational communication

  A. 1 only

  B. 2 and 3 only

  C. 1, 2 and 4 only

  D. All of the above

  Correct Answer: D

• Question 324:

  Where would all the possible service improvement opportunities be recorded?

  A. CSI register

  B. Known error database

  C. Capacity management information system

  D. Configuration management database

  Correct Answer: A

• Question 325:

  Which of the following are types of service defined in ITIL?

  1.

  Core

  2.

  Enabling

  3.

  Special

  A. 1 and 3only

  B. All of the above

  C. 1 and 2 only

  D. 2 and 3 only

  Correct Answer: C

• Question 326:

  What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?

  A. Serviceability

  B. Availability

  C. Capacity

  D. Continuity

  Correct Answer: B

• Question 327:

  Which of the following items would commonly be on the agenda for a change advisory board (CAB)?

  1.

  Details of failed changes

  2.

  Updates to the change schedule

  3.

  Reviews of completed changes

  A. All of the above

  B. 1 and 2only

  C. 2 and 3 only

  D. 1 and 3 only

  Correct Answer: A

• Question 328:

  The definitive media library is the responsibility of:

  A. Facilities management

  B. Access management

  C. Request fulfillment

  D. Service asset and configuration management

  Correct Answer: D

• Question 329:

  What are the three service provider business models?

  A. Internal service provider, outsourced 3rd party and off-shore party

  B. Internal service operations provider, external service operations provider, shared service unit

  C. Internal service provider, external service provider, outsourced 3rd party

  D. Internal service provider, external service provider, shared service unit

  Correct Answer: D

• Question 330:

  Which of the following statements MOST correctly identifies the scope of design coordination activities?

  A. Only changes that introduce new services are included

  B. All changes are mandated to be included

  C. Only changes to business critical systems are included

  D. Any changes that would benefit the organization are included

  Correct Answer: D