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Home PEOPLECERT 58

PEOPLECERT 58 Exam Practice Questions (P. 4)

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Question #31
Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
  1. A
    RACI model
  2. B
    Incident model
  3. C
    Continual service improvement (CSI) approach
  4. D
    The Deming Cycle

Correct Answer:
A

Question #32
Which process will regularly anal0yse incident data to identify discernible trends?
  1. A
    Service level management
  2. B
    Problem management
  3. C
    Change management
  4. D
    Event management

Correct Answer:
B

Question #33
Which is the correct definition of a customer facing service?
  1. A
    One which directly supports the business processes of customers
  2. B
    A service that cannot be allowed to fail
  3. C
    One which is not covered by a service level agreement
  4. D
    A service not directly used by the business

Correct Answer:
A

Question #34
Which one of the following is the BEST definition of the term service management?
  1. A
    A set of specialized organizational capabilities for providing value to customers in the form of services
  2. B
    A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
  3. C
    The management of functions within an organization to perform certain activities
  4. D
    Units of organizations with roles to perform certain activities

Correct Answer:
A

Question #35
Which of the following is NOT a valid objective of problem management?
  1. A
    To prevent problems and their resultant Incidents
  2. B
    To manage problems throughout their lifecycle
  3. C
    To restore service to a user
  4. D
    To eliminate recurring incidents

Correct Answer:
C

Question #36
Which one of the following is an objective of service catalogue management?
  1. A
    Negotiating and agreeing service level agreement
  2. B
    Negotiating and agreeing operational level agreements
  3. C
    Ensuring that the service catalogue is made available to those approved to access it
  4. D
    Only ensuring that adequate technical resources are available

Correct Answer:
C

Question #37
Which of the following statements BEST describes the aims of release and deployment management?
  1. A
    To build, test and deliver the capability to provide the services specified by service design
  2. B
    To ensure that each release package specified by service design consists of a set of related assets and service components
  3. C
    To ensure that all changes can be tracked, tested and verified if appropriate
  4. D
    To record and manage deviations, risks and issues related to the new or changed service

Correct Answer:
A

Question #38
Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?
  1. A
    Implementing service and process improvements
  2. B
    Reviewing measurements and metrics
  3. C
    Creating a baseline
  4. D
    Defining measurable targets

Correct Answer:
D

Question #39
Which one of the following can help determine the level of impact of a problem?
  1. A
    Definitive media library (DML)
  2. B
    Configuration management system (CMS)
  3. C
    Statement of requirements (SOR)
  4. D
    Standard operating procedures (SOP)

Correct Answer:
B

Question #40
The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?
  1. A
    Training in risk management for all staff and identification of risks
  2. B
    Identification of risk, analysis and management of the exposure to risk
  3. C
    Control of exposure to risk and investment of capital
  4. D
    Training of all staff and investment of capital

Correct Answer:
B

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