Peoplecert Peoplecert Certification 58 Questions & Answers

• Question 491:

  Which one of the following is the BEST definition of the term service management?

  A. A set of specialized organizational capabilities for providing value to customers in the form of services

  B. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

  C. The management of functions within an organization to perform certain activities

  D. Units of organizations with roles to perform certain activities

  Correct Answer: A

• Question 492:

  Which one of the following functions would be responsible for the management of a data centre?

  A. Technical management

  B. Service desk

  C. Application management

  D. Facilities management

  Correct Answer: D

• Question 493:

  Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

  A. RACI model

  B. Incident model

  C. Continual service improvement (CSI) approach

  D. The Deming Cycle

  Correct Answer: A

• Question 494:

  Consider the following list:

  1.

  Change authority

  2.

  Change manager

  3.

  Change advisory board (CAB)

  Which one of the following is the BEST description of the items above?

  A. Job descriptions

  B. Functions

  C. Teams

  D. Roles, people or groups

  Correct Answer: D

• Question 495:

  Hierarchic escalation is BEST described as?

  A. Notifying more senior levels of management about an incident

  B. Passing an incident to people with a greater level of technical skill

  C. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction

  D. Failing to meet the incident resolution times specified in a service level agreement

  Correct Answer: A

• Question 496:

  Which statement should NOT be part of the value proposition for Service Design?

  A. Reduced total cost of ownership

  B. Improved quality of service

  C. Improved Service alignment with business goals

  D. Better balance of technical skills to support live services

  Correct Answer: D

• Question 497:

  What should a release policy include?

  A. The process owner and process manager for each type of release

  B. The roles and responsibilities for incident and problem resolution

  C. The naming convention and expected frequency of each type of release

  D. The naming convention for all configuration items (CI) recorded in the configuration management system (CMS)

  Correct Answer: B

• Question 498:

  Which of the following would commonly be found in a contract underpinning an IT service?

  1.

  Financial arrangements related to the contract

  2.

  Description of the goods or service provided

  3.

  Responsibilities and dependencies for both parties

  A. 1 and 2 only

  B. 1 and 3 only

  C. 2 and 3 only

  D. All of the above

  Correct Answer: D

• Question 499:

  Service transition contains detailed descriptions of which processes?

  A. Change management, service asset and configuration management, release and deployment management

  B. Change management, capacity management event management, service request management

  C. Service level management, service portfolio management, service asset and configuration management

  D. Service asset and configuration management, release and deployment management, request fulfillment

  Correct Answer: A

• Question 500:

  The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

  A. Data

  B. Information

  C. Knowledge

  D. Governance

  Correct Answer: C