Peoplecert Peoplecert Certification CMS7 Questions & Answers

• Question 31:

  What is the BEST description of the purpose of service operation?

  A. To decide how IT will engage with suppliers during the service lifecycle

  B. To proactively prevent all outages to IT services

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

  D. To deliver and manage IT services at agreed levels to business users and customers

  Correct Answer: D

• Question 32:

  The design of IT services requires the effective and efficient use of what?

  A. People, process, partners, performance

  B. Performance, process, products, plans

  C. People, process, products, partners

  D. People, products, plans, partners

  Correct Answer: C

• Question 33:

  What do technology metrics measure?

  A. Components

  B. Processes

  C. The end to end service

  D. Customer satisfaction

  Correct Answer: A

• Question 34:

  Which of the following availability management activities are considered to be proactive as opposed to reactive?

  1.

  Monitoring system availability

  2.

  Designing availability into a proposed solution

  A. Neither of the above

  B. Both of the above

  C. 1 only

  D. 2 only

  Correct Answer: D

• Question 35:

  Which of the following drives demand for services?

  A. Infrastructure trends

  B. Patterns of business activity (PBA)

  C. Cost of providing support

  D. Service level agreements (SLA)

  Correct Answer: A

• Question 36:

  Which of the following is an example of self-help capabilities?

  A. Menu-driven range of facilities used to access service requests

  B. Calls to the service desk to register standard changes

  C. A software update downloaded automatically to all laptops in an organization

  D. Software to allow programmers to debug code

  Correct Answer: A

• Question 37:

  Which of the following statements about incident reporting and logging is CORRECT?

  A. Incidents can only be reported by users

  B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service

  C. All calls to the service desk must be logged as incidents

  D. Incidents reported by technical staff must also be logged as problems

  Correct Answer: B

• Question 38:

  Which of the following questions does the guidance in service strategy help to answer?What services should we offer and to whom? How do we differentiate ourselves from competing alternatives? How do we create value for our customers?

  A. 1 only

  B. 2 only

  C. 3 only

  D. All of the above

  Correct Answer: D

• Question 39:

  Which of the following are within the scope of service asset and configuration management?Identification of configuration items (CIs) Recording relationships between CIs Recording and control of virtual CIs Approving finance for the purchase of software to support service asset and configuration management

  A. 1, 2, and 3 only

  B. All of the above

  C. 1, 2 and 4 only

  D. 3 and 4 only

  Correct Answer: A

• Question 40:

  Which process is responsible for controlling, recording and reporting on the relationships relating to components of the IT infrastructure?

  A. Service level management

  B. Change management

  C. Incident management

  D. Service asset and configuration management

  Correct Answer: D