Peoplecert Peoplecert Certification CMS7 Questions & Answers

• Question 91:

  Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

  A. Service Level Management

  B. Problem Management

  C. Change Management

  D. Event Management

  Correct Answer: B

• Question 92:

  A Service Design Package should be produced for which of the following?

  1.

  A new IT service

  2.

  A major change to an IT service

  3.

  An Emergency Change to an IT service

  4.

  An IT service retirement

  A. 1, 2 and 3 only

  B. 1, 2 and 4 only

  C. 1, 3 and 4 only

  D. All of the above

  Correct Answer: B

• Question 93:

  Which phase of the ITIL lifecycle provides the following benefit: The Total Cost of Ownership (TCO) of a service can be minimized if all aspects of the service, the processes and the technology are considered during development?

  A. Service Design

  B. Service Strategy

  C. Service Operation

  D. Continual Service Improvement

  Correct Answer: A

• Question 94:

  Which 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 overall business risk of Change is optimized

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

  Correct Answer: D

• Question 95:

  Which of the following should be done when closing an incident?

  1.

  Check the incident categorization and correct it if necessary

  2.

  Check that user is satisfied with the outcome

  A. 1 only

  B. Both of the above

  C. 2 only

  D. Neither of the above

  Correct Answer: B

• Question 96:

  Effective Service Transition can significantly improve a service provider's ability to handle high volumes of what?

  A. Service level requests

  B. Changes and Releases

  C. Password resets

  D. Incidents and Problems

  Correct Answer: B

• Question 97:

  A change process model should include: 1 - The steps that should be taken to handle the change with any dependences or co-processing defined, including handling issues and unexpected events 2 - Responsibilities; who should do what, including escalation 3 - Timescales and thresholds for completion of the actions 4 - Complaints procedures

  A. 1, 2 and 3 only

  B. All of the above

  C. 1 and 2 only

  D. 1, 2 and 4 only

  Correct Answer: A

• Question 98:

  Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

  A. Do

  B. Perform

  C. Implement

  D. Measure

  Correct Answer: A

• Question 99:

  Which process is primarily supported by the analysis of Patterns of Business Activity (PBA)?

  A. Availability Management

  B. Demand Management

  C. Financial Management

  D. Service Level Management

  Correct Answer: B

• Question 100:

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

  A. Value on Investment (VOI), Return on Investment (ROI)

  B. Customer and User satisfaction

  C. Understanding Service Requirements and Warranty

  D. Utility and Warranty

  Correct Answer: D