Peoplecert Peoplecert Certification 58 Questions & Answers

• Question 381:

  Which one of the following is the BEST description of a service level agreement (SLA)?

  A. The part of a contract that specifies the responsibilities of each party

  B. An agreement between the service provider and an internal organization

  C. An agreement between a service provider and an external supplier

  D. An agreement between the service provider and their customer

  Correct Answer: D

• Question 382:

  Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?

  A. Service level management

  B. Change management

  C. Incident management

  D. Service asset and configuration management

  Correct Answer: D

• Question 383:

  The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?

  A. Customer level

  B. Service level

  C. Corporate level

  D. Configuration level

  Correct Answer: D

• Question 384:

  Which processes are responsible for the regular review of underpinning contracts?

  A. Supplier management and service level management

  B. Supplier management and change management

  C. Availability management and service level management

  D. Supplier management and availability management

  Correct Answer: A

• Question 385:

  Which of the following availability management activities is/are considered to be proactive as opposed to reactive?

  1.

  Monitoring system availability

  2.

  Designing availability into a proposed solution

  A. None of the above

  B. Both of the above

  C. 1 only

  D. 2 only

  Correct Answer: D

• Question 386:

  Which one of the following would NOT involve event management?

  A. Intrusion detection

  B. Recording and monitoring environmental conditions in the data centre

  C. Recording service desk staff absence

  D. Monitoring the status of configuration items

  Correct Answer: C

• Question 387:

  Which one of the following is the BEST description of a major incident?

  A. An incident which is so complex that it requires root cause analysis before a workaround can be found

  B. An incident which requires a large number of people to resolve

  C. An incident logged by a senior manager

  D. An incident which has a high priority or a high impact on the business

  Correct Answer: D

• Question 388:

  Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?

  A. To decide how IT will engage with suppliers during the service lifecycle

  B. To proactively prevent all outages to IT services

  C. To design and build processes which will meet business needs

  D. To deliver and manage IT services at agreed levels to business users and customers

  Correct Answer: D

• Question 389:

  Which one of the following generates demand for services?

  A. Infrastructure trends

  B. Patterns of business activity (PBA)

  C. Cost of providing support

  D. Service level agreements (SLA)

  Correct Answer: B

• Question 390:

  Which one of the following is an objective of service transition?

  A. To negotiate service levels for new services

  B. To ensure that service changes create the expected business value

  C. To minimize the impact of service outages on day-to-day business activities

  D. To plan and manage entries in the service catalogue

  Correct Answer: B