Peoplecert Peoplecert Certification CMS7 Questions & Answers

• Question 211:

  What is the objective of Access Management?

  A. To provide security staff for Data Centers and other buildings

  B. To manage access to computer rooms and other secure locations

  C. To manage access to the Service Desk

  D. To manage the right to use a service or group of services

  Correct Answer: D

• Question 212:

  Which of these are objectives of Service Level Management

  1: Defining, documenting and agreeing the level of IT Services to be provided

  2: Monitoring, measuring and reporting the actual level of services provided

  3: Monitoring and improving customer satisfaction

  4:

  Identifying possible future markets that the Service Provider could operate in

  A.

  1, 2 and 3 only

  B.

  1 and 2 only

  C.

  1, 2 and 4 only

  D.

  All of the above

  Correct Answer: A

• Question 213:

  You are reviewing a presentation that will relay the value of adopting Service Design disciplines. Which statement would NOT be part of the value proposition?

  A. Reduced Total Cost of Ownership

  B. Improved quality of service

  C. Improved Service alignment with business goals

  D. Better balance of technical skills to support live services

  Correct Answer: D

• Question 214:

  Which of the following can help determine the level of impact of a problem?

  A. Definitive Media Library (DML)

  B. Configuration Management System (CMS)

  C. Statement of Requirements (SOR)

  D. Standard Operating Procedures (SOP)

  Correct Answer: B

• Question 215:

  The information that is passed to Service Transition to enable them to implement a new service is called:

  A. A Service Level Package

  B. A Service Transition Package

  C. A Service Design Package

  D. A New Service Package

  Correct Answer: C

• Question 216:

  There are four types of metrics that can be used to measure the capability and performance of processes. Which of the four metrics is missing from the list below?

  1.

  Progress

  2.

  Effectiveness

  3.

  Efficiency

  4.

  ?

  A. Cost

  B. Conformance

  C. Compliance

  D. Capacity

  Correct Answer: C

• Question 217:

  Hierarchic escalation is best described as?

  A. Notifying more senior levels of management about an Incident

  B. Passing an Incident to people with a greater level of technical skill

  C. Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction

  D. Failing to meet the Incident resolution times specified in a Service Level Agreement

  Correct Answer: A

• Question 218:

  Which of the following is NOT a valid objective of Problem Management?

  A. To prevent Problems and their resultant Incidents

  B. To manage Problems throughout their lifecycle

  C. To restore service to a user

  D. To eliminate recurring Incidents

  Correct Answer: C

• Question 219:

  Which of the following defines the level of protection in Information Security Management?

  A. The IT Executive

  B. The ISO27001 Standard

  C. The Business

  D. The Service Level Manager

  Correct Answer: C

• Question 220:

  Which of these would fall outside the scope of a typical service change management process

  A. A change to a contract with a supplier

  B. A firmware upgrade to a server that is only used for IT Service Continuity purposes

  C. An urgent need to replace a CPU to restore a service during an incident

  D. A change to a business process that depends on IT Services

  Correct Answer: D