Peoplecert Peoplecert Certification CMS7 Questions & Answers

• Question 41:

  Which of the following is NOT an aim of the change management process?

  A. To ensure the impact of changes is better understood

  B. To ensure standardized methods and procedures are used for efficient and prompt handling of changes

  C. To ensure that all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS) D. To deliver and manage IT services at agreed levels to business users

  Correct Answer: D

• Question 42:

  Which of the following is the BEST description of a service-based service level agreement (31 A)

  A. An agreement with an individual customer group, covering all the services that they use

  B. An agreement that covers one service for a single customer

  C. An agreement that covers service specific issues in a multi-level SLA structure

  D. An agreement that covers one service for all customers of that service

  Correct Answer: D

• Question 43:

  Which of the following is the BEST definition of an event?

  A. Any detectable or discernible occurrence that has significance for the management of the IT infrastructure

  B. An unplanned interruption to an IT service or a reduction in the quality of an IT service

  C. The unknown cause of one or more incidents that have an impact on an IT service

  D. Reducing or eliminating the cause of an incident or problem

  Correct Answer: A

• Question 44:

  Which of the following is commonly found in a contract underpinning an IT service?

  1.Financial arrangements related to the contract

  2.Description of the goods or service provided

  3. Responsibilities and dependencies for both parties

  A. 1 and 2 only

  B. 1 and 3 only

  C. 2 and 3 only

  D. All of the above

  Correct Answer: D

• Question 45:

  Which of the following activities is NOT a part of the Derning Cycle?

  A. Act

  B. Plan

  C. Do

  D. Co-ordinate

  Correct Answer: D

  Reference: http://itilblues.wordpress.com/2010/03/10/mush-and-room-6-the-deming-cycle/

• Question 46:

  The 'multi-level SLA' is a three-layer structure. Which of the following layers is NOT part of this type of SLA?

  A. customer level

  B. service level

  C. corporate level

  D. configuration level

  Correct Answer: D

• Question 47:

  What is the BEST description in of a major incident?

  A. An incident which is so complex that it requires root cause analysis before a workaround can be found.

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

  C. An incident logged by a senior manager

  D. An incident with a high priority or which has high impact on the business

  Correct Answer: D

• Question 48:

  Which of the following provides the PRIMARY source of guidance on what needs to be protected by information security management?

  A. IT management

  B. Service desk manager

  C. Business management

  D. the change manager

  Correct Answer: C

• Question 49:

  When tan a known error record tie raised?

  1 At any time when it would be useful to do so

  2After a workaround has been found

  A. 2onty

  B. 1 only

  C. Neither of the above

  D. Both of the above

  Correct Answer: C

• Question 50:

  Which of the following is NOT an aim of the change management process?

  A. To ensure the impact of changes is better understood

  B. To ensure standardized methods and procedures are used for efficient and prompt handling of changes

  C. To ensure that all changes to service assets and configuration items

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

  Correct Answer: D