Peoplecert Peoplecert Certification CMS7 Questions & Answers

• Question 181:

  Which of the following is the BEST description of a Service-based Service Level Agreement (SLA)?

  A. An agreement with an individual customer group, covering all the services that they use

  B. An agreement that covers one service for a single customer

  C. An agreement that covers service specific issues in a multi-level SLA structure

  D. An agreement that covers one service for all users of that service

  Correct Answer: D

• Question 182:

  Which of the following statements about processes is CORRECT?

  1.

  A process is always organized around a set of objectives

  2.

  A process should be documented

  A. 1 only

  B. 2 only

  C. Both of the above

  D. Neither of the above

  Correct Answer: C

• Question 183:

  Which of the following activities are helped by recording relationships between Configuration Items (CIs)?

  1) Assessing the impact and cause of Incidents and Problems 2) Assessing the impact of proposed Changes 3) Planning and designing a Change to an existing service 4) Planning a technology refresh or software upgrade

  A. 1 and 2 only

  B. All of the above

  C. 1, 2 and 4 only

  D. 1, 3 and 4 only

  Correct Answer: B

• Question 184:

  What does a service always deliver to customers?

  A. Applications

  B. Infrastructure

  C. Value

  D. Resources

  Correct Answer: C

• Question 185:

  Which of the following areas would technology help to support during the Service Transition phase of the lifecycle?

  1.

  Data mining and workflow tools

  2.

  Measurement and reporting systems

  3.

  Release and deployment technology

  4.

  Process Design

  A. 2, 3 and 4 only

  B. 1, 3 and 4 only

  C. 1, 2 and 3 only

  D. All of the above

  Correct Answer: C

• Question 186:

  Which statement about Service Level Agreements (SLAs) is CORRECT?

  A. They must contain legal wording because of their importance

  B. There should always be a separate SLA for each specific customer

  C. The wording must be clear and concise to allow no room for ambiguity

  D. Changes to the SLA can only be requested by the customer

  Correct Answer: C

• Question 187:

  Which of the following are goals of Service Operation?

  1.

  To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to the business

  2.

  The successful release of services into the live environment

  A. 1 only

  B. 2 only

  C. Both of the above

  D. Neither of the above

  Correct Answer: A

• Question 188:

  Which of the following statements correctly states the relationship between urgency, priority and impact?

  A. Impact, priority and urgency are independent of each other

  B. Urgency should be based on impact and priority

  C. Impact should be based on urgency and priority

  D. Priority should be based on impact and urgency

  Correct Answer: D

• Question 189:

  Which of the following statements BEST describes the aims of Release and Deployment Management?

  A. To build, test and deliver the capability to provide the services specified by Service Design and that will accomplish the stakeholders requirements and deliver the intended objectives

  B. To ensure that each Release package specified by Service Design consists of a set of related assets and service components that are compatible with each other

  C. To ensure that all Release and Deployment packages can be tracked, installed, tested, verified and/or uninstalled or backed out if appropriate

  D. To record and manage deviations, risks and issues related to the new or changed service

  Correct Answer: A

• Question 190:

  A Process Owner has been identified with an "I" in a RACI matrix. Which of the following would be expected of them?

  A. Tell others about the progress of an activity

  B. Perform an activity

  C. Be kept up to date on the progress of an activity

  D. Manage an activity

  Correct Answer: C