Peoplecert Peoplecert Certification 58 Questions & Answers

• Question 401:

  Which one of the following is it the responsibility of supplier management to negotiate and agree?

  A. Service level agreements (SLAs)

  B. Third-party contracts

  C. The service portfolio

  D. Operational level agreements (OLAs)

  Correct Answer: B

• Question 402:

  Which of the following are managed by facilities management?

  1.

  Hardware within a data centre or computer room

  2.

  Applications

  3.

  Power and cooling equipment

  4.

  Recovery sites

  A. 1, 2 and 3 only

  B. All of the above

  C. 1, 3 and 4 only

  D. 1 and 3 only

  Correct Answer: C

• Question 403:

  Which one of the following are the two primary elements that create value for customers?

  A. Value on investment (VOI) and return on investment (ROI)

  B. Customer and user satisfaction

  C. Service requirements and warranty

  D. Resources and capabilities

  Correct Answer: D

• Question 404:

  Which one of the following statements BEST describes a definitive media library (DML)?

  A. A secure location where definitive hardware spares are held

  B. A secure library where definitive authorized versions of all media configuration items (CIs) are stored and protected

  C. A database that contains definitions of all media CIs

  D. A secure library where definitive authorized versions of all software and back-ups are stored and protected

  Correct Answer: B

• Question 405:

  What 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 that will meet business needs

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

  Correct Answer: D

• Question 406:

  In terms of adding value to the business, which one of the following describes service operation s contribution?

  A. The cost of the service is designed, predicted and validated

  B. Measures for optimization are identified

  C. Service value is modeled

  D. Service value is visible to customers

  Correct Answer: D

• Question 407:

  Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?

  A. Service asset and configuration management

  B. Event management

  C. Service catalogue management

  D. Problem management

  Correct Answer: B

• Question 408:

  Which one of the following do major incidents require?

  A. Separate procedures

  B. Less urgency

  C. Longer timescales

  D. Less documentation

  Correct Answer: A

• Question 409:

  Which process has the purpose to ensure that, by managing the risks could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels?

  A. Change management

  B. IT service continuity management

  C. Financial management for IT services

  D. Service catalog management

  Correct Answer: B

• Question 410:

  Which one of the following is the BEST description of a service request?

  A. A request from a user for information, advice or for a standard change

  B. Anything that the customer wants and is prepared to pay for

  C. Any request or demand that is entered by a user via a self-help web-based interface

  D. Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting

  Correct Answer: A