Peoplecert Peoplecert Certification 58 Questions & Answers

• Question 391:

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

  A. Any change of state that has significance for the management of a configuration item (CI) or IT service

  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 392:

  What is the BEST description of an operational level agreement (OLA)?

  A. An agreement between the service provider and another part of the same organization

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

  C. A document that describes to a customer how services will be operated on a day-to-day basis

  D. A document that describes business services to operational staff

  Correct Answer: A

• Question 393:

  Which one of the following statements is CORRECT?

  A. The configuration management system is part of the known error database

  B. The service knowledge management system is part of the configuration management system

  C. The configuration management system is part of the service knowledge management system

  D. The configuration management system is part of the configuration management database

  Correct Answer: C

• Question 394:

  Implementation of IT1L service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?

  A. People, process, partners, performance

  B. Performance, process, products, problems

  C. People, process, products, partners

  D. People, products, perspective, partners

  Correct Answer: C

• Question 395:

  Which of the following should IT service continuity strategy be based on?

  1.

  Design of the service metrics

  2.

  Business continuity strategy

  3.

  Business impact analysis (BIA)

  4.

  Risk assessment

  A. 1, 2 and 4 only

  B. 1, 2 and 3 only

  C. 2, 3 and 4 only

  D. 1, 3 and 4 only

  Correct Answer: C

• Question 396:

  Which one of the following is NOT the responsibility of service catalogue management?

  A. Ensuring that information in the service catalogue is accurate

  B. Ensuring that service level agreements are maintained

  C. Ensuring that information in the service catalogue is consistent with information in the service portfolio

  D. Ensuring that all operational services are recorded in the service catalogue

  Correct Answer: B

• Question 397:

  Which one of the following is an objective of release and deployment management?

  A. To standardize methods and procedures used for efficient and prompt handling of all changes

  B. To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)

  C. To ensure that the overall business risk of change is optimized

  D. To define and agree release and deployment plans with customers and stakeholders

  Correct Answer: D

• Question 398:

  Which one of the following is the BEST definition of reliability?

  A. The availability of a service or component

  B. The level of risk that affects a service or process

  C. How long a service or configuration item (CI) can perform its function without failing

  D. How quickly a service or component can be restored to normal working order

  Correct Answer: C

• Question 399:

  Which stage of the service lifecycle is MOST concerned with defining policies and objectives?

  A. Service design

  B. Service transition

  C. Continual service improvement

  D. Service operation

  Correct Answer: A

• Question 400:

  Which areas of service management can benefit from automation?

  1.

  Design and modeling

  2.

  Reporting

  3.

  Pattern recognition and analysis

  4.

  Detection and monitoring

  A. 1, 2 and 3 only

  B. 1, 3 and 4 only

  C. 2, 3 and 4 only

  D. All of the above

  Correct Answer: D