Peoplecert Peoplecert Certification CMS7 Questions & Answers

• Question 81:

  Which of the following is the BEST description of a Business Case?

  A. A decision support and planning tool that projects the likely consequences of a business action

  B. A portable device designed for the secure storage and transportation of important documents

  C. A complaint by the business about a missed service level.

  D. The terms and conditions in an IT outsource contract.

  Correct Answer: A

• Question 82:

  Undertaking a gap analysis is a key activity within which part of the Deming Cycle for improving services and service management processes?

  A. Plan

  B. Do

  C. Check

  D. Act

  Correct Answer: A

• Question 83:

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

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

  B. An unplanned interruption to an IT service

  C. The unknown cause of one or more Incidents

  D. Reducing or eliminating the cause of an Incident or Problem

  Correct Answer: A

• Question 84:

  Which process is responsible for sourcing and delivering components of requested standard services?

  A. Request Fulfillment

  B. Service Portfolio Management

  C. Service Desk

  D. IT Finance

  Correct Answer: A

• Question 85:

  Service Transition contains detailed descriptions of which processes?

  A. Change Management, Service Asset and Configuration Management, Release and Deployment Management

  B. Change Management, Capacity Management Event Management, Service Request Management

  C. Service Level Management, Service Portfolio Management, Service Asset and Configuration Management

  D. Service Asset and Configuration Management, Release and Deployment Management, Request Fulfillment

  Correct Answer: A

• Question 86:

  Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:

  A. People, Process, Partners, Suppliers

  B. People, Process, Products, Technology

  C. People, Process, Products, Partners

  D. People, Products, Technology, Partners

  Correct Answer: C

• Question 87:

  In the phrase "People, Processes, Products and Partners". Products refers to:

  A. IT Infrastructure and Applications

  B. Services, technology and tools

  C. Goods provided by third parties to support the IT Services

  D. All assets belonging to the Service Provider

  Correct Answer: B

• Question 88:

  Contracts are used to define:

  A. The provision of IT services or business services by a Service Provider

  B. The provision of goods and services by Suppliers

  C. Service Levels that have been agreed between the Service Provider and their Customer

  D. Metrics and Critical Success Factors (CSFs) in an external agreement

  Correct Answer: B

• Question 89:

  A process owner is responsible for which of the following?

  1.

  Documenting the process

  2.

  Defining process Key Performance Indicators (KPIs)

  3.

  Improving the process

  4.

  Ensuring process staff undertake the required training

  A. 1, 3 and 4 only

  B. All of the above

  C. 1, 2 and 3 only

  D. 1, 2 and 4 only

  Correct Answer: B

• Question 90:

  Which of the following BEST describes a Problem?

  A. A Known Error for which the cause and resolution are not yet known

  B. The cause of two or more Incidents

  C. A serious Incident which has a critical impact to the business

  D. The cause of one or more Incidents

  Correct Answer: D