Peoplecert Peoplecert Certification CMS7 Questions & Answers

• Question 171:

  Which of the following BEST describes Technical Management?

  A. A Function responsible for Facilities Management and building control systems

  B. A Function that provides hardware repair services for technology involved in the delivery of service to customers

  C. Senior managers responsible for all staff within the technical support Function

  D. A Function that includes the groups, departments or teams that provide technical expertise and overal management of the IT Infrastructure

  Correct Answer: D

• Question 172:

  Which of the following is NOT an objective of the Operations Management function?

  A. Swift application of skills to diagnose any IT Operations failures that occur

  B. Regular scrutiny and improvements to achieve improved service at reduced costs

  C. First line Incident investigation and diagnosis logged by users

  D. Maintenance of status quo to achieve stability of day to day processes and activities

  Correct Answer: C

• Question 173:

  Which of these is the BEST description of a release unit?

  A. The portion of a service or IT infrastructure that is normally released together

  B. The smallest part of a service or IT infrastructure that can be independently changed

  C. The portion of a service or IT infrastructure that is changed by a particular release

  D. A metric for measuring the effectiveness of the Release and Deployment Management process

  Correct Answer: A

• Question 174:

  Which of the following is NOT a purpose of Service Transition?

  A. To ensure that a service can be managed, operated and supported

  B. To provide training and certification in project management

  C. To provide quality knowledge of Change, Release and Deployment Management

  D. To plan and manage the capacity and resource requirements to manage a release

  Correct Answer: B

• Question 175:

  What would be the next step in the Continual Service Improvement (CSI) Model after:

  1.

  What is the vision?

  2.

  Where are we now?

  3.

  Where do we want to be?

  4.

  How do we get there?

  5.

  Did we get there?

  6.

  ?

  A. What is the Return On Investment (ROI)?

  B. How much did it cost?

  C. How do we keep the momentum going?

  D. What is the Value On Investment (VOI)?

  Correct Answer: C

• Question 176:

  Which stage of the Change Management process deals with what should be done if the change is unsuccessful?

  A. Remediation Planning

  B. Categorization

  C. Prioritization

  D. Review and Close

  Correct Answer: A

• Question 177:

  Which of the following is the BEST description of a Centralized Service Desk?

  A. The desk is co-located within or physically close to the user community it serves

  B. The desk uses technology and other support tools to give the impression that multiple desk locations are in one place

  C. The desk provides 24 hour global support

  D. There is a single desk in one location serving the whole organization

  Correct Answer: D

• Question 178:

  Which of the following Availability Management activities are considered to be proactive as opposed to reactive?

  1) Risk assessment

  2) Testing of resilience mechanisms

  3) Monitoring of component availability

  A. All of the above

  B. 1 and 2 only

  C. 1 and 3 only

  D. 2 and 3 only

  Correct Answer: B

• Question 179:

  Which role is accountable for a specific service within an organization?

  A. The Service Level Manager

  B. The Business Relationship Manager

  C. The Service Owner

  D. The Service Continuity Manager

  Correct Answer: C

• Question 180:

  Which of the following do Service Metrics measure?

  A. Processes and functions

  B. Maturity and cost

  C. The end to end service

  D. Infrastructure availability

  Correct Answer: C