Peoplecert Peoplecert Certification CMS7 Questions & Answers

• Question 161:

  What type of improvement should be achieved by using the Deming Cycle?

  A. Rapid, one-off improvement

  B. Return on investment within 12 months

  C. Quick wins

  D. Steady, ongoing improvement

  Correct Answer: D

• Question 162:

  Which Functions are included in IT Operations Management?

  A. Network Management and Application Management

  B. Technical Management and Change Management

  C. IT Operations Control and Facilities Management

  D. Facilities Management and Release Management

  Correct Answer: C

• Question 163:

  What is most likely to cause a loss of faith in the Service Level Management process?

  A. Measurements that match the customer's perception of the service

  B. Clear, concise, unambiguous wording in the Service Level Agreements(SLAs)

  C. Inclusion of items in the SLA that cannot be effectively measured

  D. Involving customers in drafting Service Level Requirements

  Correct Answer: C

• Question 164:

  Defining the processes needed to operate a new service is part of:

  A. Service Design: Design the processes

  B. Service Strategy: Develop the offerings

  C. Service Transition: Plan and prepare for deployment

  D. Service Operation: IT Operations Management

  Correct Answer: A

• Question 165:

  Reliability is a measure of:

  A. The availability of a service or component

  B. The level of risk that could impact a service or process

  C. How long a service or component can perform its function without failing

  D. A measure of how quickly a service or component can be restored to normal working

  Correct Answer: C

• Question 166:

  Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?

  A. The IT Director

  B. The Process Owner

  C. The Service Owner

  D. The Customer

  Correct Answer: B

• Question 167:

  When should tests for a new service be designed?

  A. At the same time as the service is designed

  B. After the service has been designed, before the service is handed over to Service Transition

  C. As part of Service Transition

  D. Before the service is designed

  Correct Answer: A

• Question 168:

  Which of the following activities are responsibilities of a Supplier Manager?

  1) Negotiating and agreeing Contracts

  2) Updating the Supplier and Contract database

  3) Planning for possible closure, renewal or extension of contracts

  4) Managing relationships with internal suppliers

  A. 1, 2 and 3 only

  B. 1, 3 and 4 only

  C. 2, 3 and 4 only

  D. None of the above

  Correct Answer: A

• Question 169:

  Which of these is a reason for categorizing incidents?

  A. To establish trends for use in Problem Management and other IT Service Management (ITSM) activities

  B. To ensure that the correct priority is assigned to the incident

  C. To enable the incident management database to be partitioned for greater efficiency

  D. To identify whether the user is entitled to log an incident for this particular service

  Correct Answer: A

• Question 170:

  IT Service Continuity strategy should be based on:

  1) Design of the service technology

  2) Business continuity strategy

  3) Business Impact Analysis

  4) Risk assessment

  A. 1, 2 and 4 only

  B. 1, 2 and 3 only

  C. 2, 3 and 4 only

  D. 1, 3 and 4 only

  Correct Answer: C