Peoplecert Peoplecert Certification PC0-001 Questions & Answers

• Question 21:

  Which of the following are classed as stakeholders in service management?

  1.

  Customers

  2.

  Users

  3.

  Suppliers

  A. All of the above

  B. 1 and 3 only

  C. 1 and 2 only

  D. 2 and 3 only

  Correct Answer: A

• Question 22:

  Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?

  A. Do

  B. Perform

  C. Implement

  D. Measure

  Correct Answer: A

• Question 23:

  What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

  A. Return on investment (ROI), value on investment (VOI), quality

  B. Strategic, tactical and operational

  C. Critical success factors (CSFs), key performance indicators (KPIs), activities

  D. Technology, process and service

  Correct Answer: D

• Question 24:

  Which of the following is NOT an objective of Continual Service Improvement?

  A. Review and analyze Service Level Achievement results

  B. Identify activities to improve the efficiency of service management processes

  C. Improve the cost effectiveness of IT services without sacrificing customer satisfaction

  D. Conduct activities to deliver and manage services at agreed levels to business users

  Correct Answer: D

• Question 25:

  Which of the following activities are performed by a service desk?

  1.

  Logging details of incidents and service requests

  2.

  Providing first-line investigation and diagnosis

  3.

  Restoring service

  4.

  Implementing all standard changes

  A. All of the above

  B. 1, 2 and 3 only

  C. 2 and 4 only

  D. 3 and 4 only

  Correct Answer: B

• Question 26:

  Which function or process would provide staff to monitor events in an operations bridge?

  A. Technical management

  B. IT operations management

  C. Request fulfilment

  D. Applications management

  Correct Answer: B

• Question 27:

  Which one of the following is NOT a valid purpose or objective of problem management?

  A. To prevent problems and resultant incidents

  B. To manage problems throughout their lifecycle

  C. To restore service to a user

  D. To eliminate recurring incidents

  Correct Answer: C

• Question 28:

  Which process is responsible for low risk, frequently occurring, low cost changes?

  A. Demand management

  B. Incident management

  C. Release and deployment management

  D. Request fulfilment

  Correct Answer: D

• Question 29:

  Which one of the following does service metrics measure?

  A. Functions

  B. Maturity and cost

  C. The end-to-end service

  D. Infrastructure availability

  Correct Answer: C

• Question 30:

  With which process is problem management likely to share categorization and impact coding systems?

  A. Incident management

  B. Service asset and configuration management

  C. Capacity management

  D. IT service continuity management

  Correct Answer: A