PEOPLECERT 58 Exam Practice Questions (P. 4)
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Question #31
- ARACI model
- BIncident model
- CContinual service improvement (CSI) approach
- DThe Deming Cycle
A

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Question #32
- AService level management
- BProblem management
- CChange management
- DEvent management
B

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Question #33
- AOne which directly supports the business processes of customers
- BA service that cannot be allowed to fail
- COne which is not covered by a service level agreement
- DA service not directly used by the business
A

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Question #34
- AA set of specialized organizational capabilities for providing value to customers in the form of services
- BA group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
- CThe management of functions within an organization to perform certain activities
- DUnits of organizations with roles to perform certain activities
A

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Question #35
- ATo prevent problems and their resultant Incidents
- BTo manage problems throughout their lifecycle
- CTo restore service to a user
- DTo eliminate recurring incidents
C

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Question #36
- ANegotiating and agreeing service level agreement
- BNegotiating and agreeing operational level agreements
- CEnsuring that the service catalogue is made available to those approved to access it
- DOnly ensuring that adequate technical resources are available
C

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Question #37
- ATo build, test and deliver the capability to provide the services specified by service design
- BTo ensure that each release package specified by service design consists of a set of related assets and service components
- CTo ensure that all changes can be tracked, tested and verified if appropriate
- DTo record and manage deviations, risks and issues related to the new or changed service
A

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Question #38
- AImplementing service and process improvements
- BReviewing measurements and metrics
- CCreating a baseline
- DDefining measurable targets
D

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Question #39
- ADefinitive media library (DML)
- BConfiguration management system (CMS)
- CStatement of requirements (SOR)
- DStandard operating procedures (SOP)
B

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Question #40
- ATraining in risk management for all staff and identification of risks
- BIdentification of risk, analysis and management of the exposure to risk
- CControl of exposure to risk and investment of capital
- DTraining of all staff and investment of capital
B

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