Peoplecert Peoplecert Certification CMS7 Questions & Answers

• Question 21:

  Which of the following is the responsibility of supplier management to negotiate and agree?

  A. Service level agreements (SLAs)

  B. Third-party contracts

  C. The service portfolio

  D. Operational level agreements (OLAs)

  Correct Answer: B

• Question 22:

  Which of the following is the BEST definition of the term service management?

  A. A set of specialized organizational capabilities for providing value to customers in the form of services

  B. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

  C. The management of functions within an organization to perform certain activities

  D. Units of organizations with roles to perform certain activities

  Correct Answer: A

• Question 23:

  Which of the following is the goal or purpose of service level management?

  A. To carry out the service operations activities needed to support current IT services

  B. To ensure that sufficient capacity is provided to deliver the agreed performance of services

  C. To create and populate a service catalogue

  D. To ensure that an agreed level of IT service is provided for all current IT services

  Correct Answer: D

• Question 24:

  What should a service always deliver to customers?

  A. Applications

  B. Infrastructure

  C. Value

  D. Resources

  Correct Answer: C

• Question 25:

  What is the name of the group that should review changes that must be implemented faster than the normal change process?

  A. Technical management (TM)

  B. Emergency change advisory board (ECAB)

  C. Urgent change board (UCB)

  D. Urgent change authority (UCA)

  Correct Answer: B

• Question 26:

  At which stage of the service lifecycle should the processes needed to operate a new service be defined?

  A. Service design: Design the processes

  B. Service strategy: Develop the offerings

  C. Service transition: Plan and prepare for deployment

  D. Service operation: IT operations management

  Correct Answer: A

• Question 27:

  Customer perceptions and business outcomes help to define what?

  A. The value of a service

  B. Governance

  C. Total cost of ownership (TCO)

  D. Key performance indicators (KPIs)

  Correct Answer: A

• Question 28:

  Which of the following would a major problem review examine?

  1.

  Things that were done correctly

  2.

  Things that were done incorrectly

  3.

  How to prevent recurrence

  What could be done better in the future

  A. 1 only

  B. 2 and 3 only

  C. 1, 2 and 4 only

  D. All of the above

  Correct Answer: D

• Question 29:

  When can a known error record be raised?

  1.

  At any time when it would be useful to do so

  2.

  After a workaround has been found

  A. 2 only

  B. 1 only

  C. Neither of the above

  D. Both of the above

  Correct Answer: D

• Question 30:

  In which core publication will you find detailed descriptions of service catalogue management, information security management, and supplier management?

  A. Service strategy

  B. Service design

  C. Service transition

  D. Service operation

  Correct Answer: B