Peoplecert Peoplecert Certification CMS7 Questions & Answers

• Question 261:

  How is the Service Catalogue used to add value to the service provider organization?

  A. Providing a central source of information on the IT services delivered

  B. Showing the business impact of a change

  C. Displaying the relationships between configuration items

  D. To predict the root cause of issues in the IT infrastructure

  Correct Answer: A

• Question 262:

  Which of the following statements about processes is INCORRECT?

  A. The objective of any IT process should be expressed in terms of business benefits and goals

  B. A process may define policies, standards and guidelines

  C. The definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"

  D. The output from a process has to conform to operational norms derived from business objectives

  Correct Answer: C

• Question 263:

  "Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services". These specialized organizational capabilities include which of the following?

  A. Functions and Processes

  B. Markets and Customers

  C. Applications and Infrastructure

  D. People, products and technology

  Correct Answer: A

• Question 264:

  Which process is responsible for discussing reports with customers showing whether services have met their targets?

  A. Business Relationship Management

  B. Continual Service Improvement

  C. Service Level Management

  D. Availability Management

  Correct Answer: C

• Question 265:

  What is the definition of an Alert?

  A. An error message to the user of an application

  B. An audit report that indicates areas where IT is not performing according to agreed procedures

  C. A warning that a threshold has been reached or that something has changed

  D. A type of Incident

  Correct Answer: C

• Question 266:

  An IT department is under pressure to cut costs. As a result, the quality of services has started to suffer. What imbalance does this represent?

  A. Excessive focus on quality

  B. Excessively reactive

  C. Excessively proactive

  D. Excessive focus on cost

  Correct Answer: D

• Question 267:

  Which of the following is NOT a valid objective of Request Fulfillment?

  A. To provide information to users about what services are available and how to request them

  B. To update the Service Catalogue with services that may be requested through the Service Desk

  C. To source and deliver the components of standard services that have been requested

  D. To provide a channel for users to request and receive standard services

  Correct Answer: B

• Question 268:

  Contracts relating to an outsourced Data Centre would be managed by?

  A. Service Desk

  B. IT Operations Control

  C. Technical Management

  D. Facilities Management

  Correct Answer: D

• Question 269:

  Which of the following BEST describes a 'Major Incident'?

  A. An Incident that is so complex that the Service Desk takes longer than five times the normal time to log it

  B. An Incident which requires a large number of people to resolve

  C. An Incident which has a high impact on the business

  D. An Incident that is so complex that it requires root cause analysis before any workaround can be found

  Correct Answer: C

• Question 270:

  Which of the following is NOT part of the Service Design phase of the Service Lifecycle?

  A. Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization

  B. Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced

  C. Produce and maintain all necessary Service Transition packages

  D. Measuring the effectiveness and efficiency of Service Design and the supporting processes

  Correct Answer: C