Peoplecert Peoplecert Certification CMS7 Questions & Answers

• Question 101:

  Which of the following might be used to manage an Incident?

  1.

  Incident Model

  2.

  Known Error Record

  A. 1 only

  B. 2 only

  C. Both of the above

  D. Neither of the above

  Correct Answer: C

• Question 102:

  Which of the following is MOST concerned with the design of new or changed services?

  A. Change Management

  B. Service Transition

  C. Service Strategy

  D. Service Design

  Correct Answer: D

• Question 103:

  Which Problem Management activity helps to ensure that the true nature of the problem can be easily traced and meaningful management information can be obtained?

  A. Categorization

  B. Logging

  C. Prioritization

  D. Closure

  Correct Answer: A

• Question 104:

  Which of the following are Service Desk organizational structures?

  1.

  Local Service Desk

  2.

  Virtual Service Desk

  3.

  IT Help Desk

  4.

  Follow the Sun

  A. 1, 2 and 4 only

  B. 2, 3 and 4 only

  C. 1, 3 and4 only

  D. 1, 2 and 3 only

  Correct Answer: A

• Question 105:

  What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?

  A. Return On Investment (ROI), Value On Investment (VOI), quality

  B. Strategic, tactical and operational

  C. Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activities

  D. Technology, process and service

  Correct Answer: D

• Question 106:

  The Supplier Management process includes:

  1: Service Design activities, to ensure that contracts will be able to support the service requirements

  2: Service Operation activities, to monitor and report supplier achievements

  3:

  Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of the business

  A.

  1 and 2 only

  B.

  1 only

  C.

  All of the above

  D.

  1 and 3 only

  Correct Answer: C

• Question 107:

  Which of the following would be defined as part of every process?

  1.

  Roles

  2.

  Activities

  3.

  Functions

  4.

  Responsibilities

  A. 1 and 3 only

  B. All of the above

  C. 2 and 4 only

  D. 1, 2 and 4 only

  Correct Answer: D

• Question 108:

  Which of the following statements about processes is INCORRECT?

  A. They are units of organizations designed to perform certain types of work

  B. We must be able to measure them in a relevant manner

  C. They deliver specific results

  D. They respond to specific events

  Correct Answer: A

• Question 109:

  What is the BEST description of an Operational Level Agreement (OLA)?

  A. An agreement between the service provider and another part of the same organization

  B. An agreement between the service provider and an external organization

  C. A document that describes to a customer how services will be operated on a day-to-day basis

  D. A document that describes business services to operational staff

  Correct Answer: A

• Question 110:

  How many people should be accountable for a process as defined in the RACI model?

  A. As many as necessary to complete the activity

  B. Only one - the process owner

  C. Two - the process owner and the process enactor

  D. Only one - the process architect

  Correct Answer: B