Peoplecert Peoplecert Certification CMS7 Questions & Answers

• Question 241:

  Which processes review Underpinning Contracts on a regular basis?

  A. Supplier Management and Service Level Management

  B. Supplier Management and Demand Management

  C. Demand Management and Service Level Management

  D. Supplier Management, Demand Management and Service Level Management

  Correct Answer: A

• Question 242:

  Which of the following are the main objectives of incident Management? Select all that apply

  A. To minimize adverse impacts on business operations

  B. To automatically detect service affecting Events

  C. The restore normal service operation as quickly as possible

  Correct Answer: A

• Question 243:

  Which of the following best describes a Service Request?

  A. Any request or demand that is entered by a user via a Self-Help web-based interface

  B. A request from a User for information or advice, or for a Standard Change

  C. Any request for change that is low risk and can be approved by the Change Manager without a CAB meeting

  D. Anything that the customer wants and is prepared to pay for

  Correct Answer: B

  Service Request (Service Operation) A request from a User for information or advice, or for a Standard Change or for Access to an IT Service. For example to reset a password, or to provide standard IT Services for a new User. Service Requests are usually handled by a Service Desk, and do not require an RFC to be submitted. See also Request Fulfillment.

• Question 244:

  Which of the following is one of the primary objectives of Service Strategy?

  A. To design and build processes that will meet business needs

  B. To provide detailed specifications for the design of IT services

  C. To transform Service Management into a strategic asset

  D. To underscore the importance of services in the global economy

  Correct Answer: B

• Question 245:

  The difference between a Service Level Agreement (SLA) and an Operional Level Agreement (OLA) is that:

  A. An SLA is legally binding, an OLA is a best efforts agreement

  B. An SLA defines the service to be provided, an OLA defines internal support needed to deliver the service

  C. An SLA defines Service Level Requirements, an OLA defines Service Level Targets

  D. An SLA is with an external customer, an OLA is with an internal customer

  Correct Answer: A

• Question 246:

  Who is responsible for defining Key Performance Indicators for Change Management?

  A. The Service Owner

  B. The Continual Service Improvement Manager

  C. The Change Advisory Board (CAB)

  D. The Change Management Process Owner

  Correct Answer: A

• Question 247:

  Which of the following is concerned with fairness and transparency?

  A. Governance

  B. Service Level Management

  C. Capacity Management

  D. Service Strategy

  Correct Answer: B

• Question 248:

  Which Function would provide staff to monitor events in an Operations Bridge?

  A. Applications Management

  B. Service Desk

  C. Technical Management

  D. IT Operations Management

  Correct Answer: C

• Question 249:

  Which of the following areas would not be supported by a Service Design tool?

  A. Software design

  B. Process design

  C. Environment design

  D. Strategy design

  Correct Answer: B

• Question 250:

  Which of the following is a responsibility of Supplier Management?

  A. Development, negotiation and agreement of contracts.

  B. Development, negotiation and agreement of Organizational Level Agreements

  C. Development, negotiation and agreement of Service Level Agreements.

  D. Development, negotiation and agreement of Service Portfolio

  Correct Answer: A