Peoplecert Peoplecert Certification PC0-001 Questions & Answers

• Question 41:

  Which of the following is NOT a recognized example of a service provider type within the ITIL framework?

  A. Internal

  B. External

  C. Service desk

  D. Shared services unit

  Correct Answer: C

• Question 42:

  Which of the following BEST describes a problem?

  A. An issue reported by a user

  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

• Question 43:

  Which statement about the emergency change advisory board (ECAB) is CORRECT

  A. The ECAB considers every high priority request for change (RFC)

  B. Amongst the duties of the ECAB is the review of completed emergency changes

  C. The ECAB will be used for emergency changes where there may not be time to call a full CAB

  D. The ECAB will be chaired by the IT Director

  Correct Answer: C

• Question 44:

  What would be the next step in the continual service improvement (CSI) model after?

  1.

  What is the vision?

  2.

  Where are we now?

  3.

  Where do we want to be?

  4.

  How do we get there?

  5.

  Did we get there?

  6.

  ?

  A. What is the return on investment (ROI)?

  B. How much did it cost?

  C. How do we keep the momentum going?

  D. What is the value on investment (VOI)?

  Correct Answer: C

• Question 45:

  What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

  A. Employers

  B. Stakeholders

  C. Regulators

  D. Accreditors

  Correct Answer: B

• Question 46:

  Which process would ensure that utility and warranty requirements are properly addressed in service designs?

  A. Availability management

  B. Capacity management

  C. Design coordination

  D. Release management

  Correct Answer: C

• Question 47:

  Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?

  A. Service Strategy

  B. Continual Service Improvement

  C. Service Operation

  D. Service Design

  Correct Answer: B

• Question 48:

  Which of the following is the correct definition of an outcome?

  A. The results specific to the clauses in a service level agreement (SLA)

  B. The result of carrying out an activity, following a process or delivering an IT service

  C. All the accumulated knowledge of the service provider

  D. All incidents reported to the service desk

  Correct Answer: B

• Question 49:

  Which of the following identify the purpose of business relationship management?

  1.

  To establish and maintain a business relationship between service provider and customer

  2.

  To identify customer needs and ensure that the service provider is able to meet

  A. Both of the above

  B. 1 only

  C. 2 only

  D. Neither of the above

  Correct Answer: A

• Question 50:

  In which document would you expect to see an overview of actual service achievements against targets?

  A. Operational level agreement(OLA)

  B. Capacity plan

  C. Service level agreement(SLA)

  D. SLA monitoring chart(SLAM)

  Correct Answer: D