Peoplecert Peoplecert Certification CMS7 Questions & Answers

• Question 1:

  Who is responsible for defining key performance indicators (KPIs) for change management?

  A. The change management process owner

  B. The change advisory board (CAB)

  C. The service owner

  D. The continual service improvement manager

  Correct Answer: A

• Question 2:

  Which of the following is commonly found in a contract underpinning an IT service?Financial arrangements related to the contract Description of the goods or service provided 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 3:

  Which of the following is the correct set of steps for the continual service improvement model/approach?

  A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve

  B. Where do we want to be?; How do we get there?; How do we check we have arrived?; How do we keep the momentum going?

  C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution

  D. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

  Correct Answer: D

• Question 4:

  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 5:

  Which 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 6:

  Which of the following is NOT a part of the service design stage of the service lifecycle?

  A. Designing and maintaining all necessary service transition packages

  B. Producing quality, secure and resilient designs for new or improved services

  C. Taking the overall service strategies and ensuring they are reflected in the Service Design process and the service designs that are produced

  D. Measuring the effectiveness and efficiency of service design and the supporting processes

  Correct Answer: A

• Question 7:

  Which of the following are the MAIN objectives of incident management?

  1.

  To automatically detect service affecting events

  2.

  To restore normal service operation as quickly as possible

  3.

  To minimize adverse impacts on business operations

  A. 1 and 2 only

  B. 2 and 3 only

  C. 1 and 3 only

  D. All of the above

  Correct Answer: B

• Question 8:

  The information that is passed to service transition to enable the implementation of a new service is called what?

  A. A service level package (SLP)

  B. A service transition package (STP)

  C. A service design package (SDP)

  D. A new service package (NSP)

  Correct Answer: C

• Question 9:

  Which of the following are managed by facilities management?Hardware within a data centre or computer room Applications Power and cooling equipment 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 10:

  Which process is responsible for 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