Peoplecert Peoplecert Certification 58 Questions & Answers

• Question 481:

  Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

  A. Profit

  B. Preparation

  C. Products

  D. Potential

  Correct Answer: C

• Question 482:

  Which of the following is NOT one of the five individual aspects of service design?

  A. The design of the service portfolio, including the service catalogue

  B. The design of new or changed services

  C. The design of market spaces

  D. The design of the technology architectures

  Correct Answer: C

• Question 483:

  The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?

  A. Training in risk management for all staff and identification of risks

  B. Identification of risk, analysis and management of the exposure to risk

  C. Control of exposure to risk and investment of capital

  D. Training of all staff and investment of capital

  Correct Answer: B

• Question 484:

  Which of the following statements BEST describes the aims of release and deployment management?

  A. To build, test and deliver the capability to provide the services specified by service design

  B. To ensure that each release package specified by service design consists of a set of related assets and service components

  C. To ensure that all changes can be tracked, tested and verified if appropriate

  D. To record and manage deviations, risks and issues related to the new or changed service

  Correct Answer: A

• Question 485:

  Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

  A. Implementing service and process improvements

  B. Reviewing measurements and metrics

  C. Creating a baseline

  D. Defining measurable targets

  Correct Answer: D

• Question 486:

  Which one of the following can help determine the level of impact of a problem?

  A. Definitive media library (DML)

  B. Configuration management system (CMS)

  C. Statement of requirements (SOR)

  D. Standard operating procedures (SOP)

  Correct Answer: B

• Question 487:

  Which of the following is NOT a valid objective of problem management?

  A. To prevent problems and their resultant Incidents

  B. To manage problems throughout their lifecycle

  C. To restore service to a user

  D. To eliminate recurring incidents

  Correct Answer: C

• Question 488:

  Which one of the following is an objective of service catalogue management?

  A. Negotiating and agreeing service level agreement

  B. Negotiating and agreeing operational level agreements

  C. Ensuring that the service catalogue is made available to those approved to access it

  D. Only ensuring that adequate technical resources are available

  Correct Answer: C

• Question 489:

  Which process will regularly anal0yse incident data to identify discernible trends?

  A. Service level management

  B. Problem management

  C. Change management

  D. Event management

  Correct Answer: B

• Question 490:

  Which is the correct definition of a customer facing service?

  A. One which directly supports the business processes of customers

  B. A service that cannot be allowed to fail

  C. One which is not covered by a service level agreement

  D. A service not directly used by the business

  Correct Answer: A