Peoplecert Peoplecert Certification CMS7 Questions & Answers

• Question 221:

  Understanding the level of risk during and after change and providing confidence in the degree of compliance with governance requirements during change are both ways of adding business value through which part of the service lifecycle?

  A. Service Transition

  B. Risk Management

  C. IT Service Continuity Management

  D. Availability Management

  Correct Answer: A

• Question 222:

  In which of the following situations should a Problem Record be created?

  A. An event indicates that a redundant network segment has failed but it has not impacted any users

  B. An Incident is passed to second-level support

  C. A Technical Management team identifies a permanent resolution to a number of recurring Incidents

  D. Incident Management has found a workaround but needs some assistance in implementing it

  Correct Answer: C

• Question 223:

  Which of the following does the Availability Management process include?

  1.

  Ensuring services are able to meet availability targets

  2.

  Monitoring and reporting actual availability

  3.

  Improvement activities, to ensure that services continue to meet or exceed their availability goals

  A. 1 only

  B. All of the above

  C. 1 and 2 only

  D. 1 and 3 only

  Correct Answer: B

• Question 224:

  Customer perceptions and business outcomes help to define what?

  A. The value of a service

  B. Customer satisfaction

  C. Total cost of ownership

  D. Key performance indicators

  Correct Answer: A

• Question 225:

  Service Design emphasises the importance of the "Four Ps". These "Four P's" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

  A. Profit

  B. Preparation

  C. Products

  D. Potential

  Correct Answer: C

• Question 226:

  Which stage of the Continuous Service Improvement (CSI) model stages is BEST described as 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision?

  A. Where are we now?

  B. Where do we want to be?

  C. How do we get there?

  D. Did we get there?

  Correct Answer: B

• Question 227:

  A Know Error has been raised after diagnosis of a Problem was complete but before a workaround has been found. Is this a valid approach?

  A. Yes

  B. No, the workaround must be found before a Known Error is created

  C. No, a Known Error can only be raised after the permanent resolution has been implemented

  D. No, a Known Error must be raised at the same time as a problem

  Correct Answer: A

• Question 228:

  Which of the following is NOT a Service Desk type recognized in the Service Operation volume of ITIL?

  A. Local

  B. Centralized

  C. Holistic

  D. Virtual

  Correct Answer: C

• Question 229:

  Match the following activities with the Deming Cycle stages

  1.

  Monitor, Measure and Review

  2.

  Continual Improvement

  3.

  Implement Initiatives

  4.

  Plan for Improvement

  A. 1 Plan, 2 Do, 3 Check, 4 Act

  B. 3 Plan, 2 Do, 4 Check, 1 Act

  C. 4 Plan, 3 Do, 1 Check, 2 Act

  D. 2 Plan, 3 Do, 4 Check, 1 Act

  Correct Answer: C

• Question 230:

  Which of these is the correct set of steps for the Continual Service Improvement Model?

  A. Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually Improve

  B. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?

  C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution

  D. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

  Correct Answer: D