Peoplecert Peoplecert Certification PC0-001 Questions & Answers

• Question 51:

  Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

  A. The IT director

  B. The process owner

  C. The service owner

  D. The customer

  Correct Answer: B

• Question 52:

  Which process is responsible for ensuring that appropriate testing takes place?

  A. Knowledge management

  B. Release and deployment management

  C. Service asset and configuration management

  D. Service level management

  Correct Answer: B

• Question 53:

  Which of the following is service transition planning and support NOT responsible for?

  A. Prioritizing conflicts for service transition resources

  B. Coordinating the efforts required to manage multiple simultaneous transitions

  C. Maintaining policies, standards and models for service transition activities and processes

  D. Detailed planning of the build and test of individual changes

  Correct Answer: D

• Question 54:

  What are underpinning contracts used to document?

  A. The provision of IT services or business services by a service provider

  B. The provision of goods and services by third party suppliers

  C. Service levels that have been agreed between the internal service provider and their customer

  D. Metrics and critical success factors (CSFs) for internal support teams

  Correct Answer: B

• Question 55:

  Which of the following is the best definition of IT service management?

  A. An internal service provider that is embedded within a business unit

  B. A complete set of all the documentation required to deliver world class services to customers

  C. Technical implementation of supporting IT infrastructure components

  D. The implementation and management of quality IT services that meet business needs

  Correct Answer: D

• Question 56:

  Which of the following should be considered when designing measurement systems, methods and metrics?

  1.

  The services

  2.

  The architectures

  3.

  The configuration items

  4.

  The processes

  A. 1, 2 and 3 only

  B. 1, 3 and 4 only

  C. 2, 3 and 4 only

  D. All of the above

  Correct Answer: D

• Question 57:

  Which one of the following is concerned with policy and direction?

  A. Capacity management

  B. Governance

  C. Service design

  D. Service level management

  Correct Answer: B

• Question 58:

  A process owner is responsible for which of the following?

  1.

  Defining the process strategy

  2.

  Assisting with process design

  3.

  Improving the process

  4.

  Performing all activities involved in a process

  A. 2, 3 and 4 only

  B. All of the above

  C. 1, 2 and 3 only

  D. 1, 2 and 4 only

  Correct Answer: C

• Question 59:

  What are the categories of event described in the ITIL service operation book?

  A. Informational, scheduled, normal

  B. Scheduled, unscheduled, emergency

  C. Informational, warning, exception

  D. Warning, reactive, proactive

  Correct Answer: C

• Question 60:

  Which of the following provide value to the business from service strategy?

  1.

  Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful

  2.

  Enabling the service provider to respond quickly and effectively to changes in the business environment

  3.

  Reduction in the duration and frequency of service outages

  A. All of the above

  B. 1 and 3 only

  C. 1 and 2 only

  D. 2 and 3 only

  Correct Answer: C