CMS7問題集、Peoplecert実際の試験問題

質問 1

Which of the following activities are carried out in the "Where do we want to be?" step of the continual service improvement (CSI) model / approach?

A. Creating a baseline

B. Implementing service and process improvements

C. Reviewing measurable improvements

D. Defining measurable targets

正解: D

質問 2

Customer perceptions and business outcomes help to define what?

A. Total cost of ownership

B. Customer satisfaction

C. Key performance indicators

D. The value of a service

正解: D

質問 3

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

A. Request Fulfillment

B. Release and Deployment Management

C. Incident Management

D. Demand Management

正解: A

質問 4

How is the Service Catalogue used to add value to the service provider organization?

A. Providing a central source of information on the IT services delivered

B. Showing the business impact of a change

C. Displaying the relationships between configuration items

D. To predict the root cause of issues in the IT infrastructure

正解: A

質問 5

Which of the following statements about processes is INCORRECT?

A. The output from a process has to conform to operational norms derived from business objectives

B. A process may define policies, standards and guidelines

C. The definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"

D. The objective of any IT process should be expressed in terms of business benefits and goals

正解: C

質問 6

Identify the input to the Problem Management process

A. Incident Records

B. Problem Resolution

C. Request for Change

D. New Known Errors

正解: A

質問 7

Which of the following availability management activities are considered to be proactive as opposed to reactive?
1.Monitoring system availability
2.Designing availability into a proposed solution

A. Both of the above

B. 2 only

C. 1 only

D. Neither of the above

正解: B

質問 8

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

A. Capacity Plan

B. Service Level Agreement (SLA)

C. Operational Level Agreement (OLA)

D. SLA Monitoring Chart (SLAM)

正解: D

質問 9

Which of these is the BEST description of a release unit?

A. A metric for measuring the effectiveness of the Release and Deployment Management process

B. The smallest part of a service or IT infrastructure that can be independently changed

C. The portion of a service or IT infrastructure that is normally released together

D. The portion of a service or IT infrastructure that is changed by a particular release

正解: C

質問 10

Which statement about the Emergency Change Advisory Board (ECAB) is CORRECT?

A. The ECAB will be chaired by the IT Director

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 considers every high priority Request for Change

正解: C

質問 11

Which statement BEST represents the guidance on incident logging?

A. Incidents must only be logged if a resolution is not immediately available

B. The Service Desk decide which incidents to log

C. Only incidents reported to the Service Desk can be logged

D. All incidents must be fully logged

正解: D

質問 12

Effective release and deployment management enables the service provider to add value to the business by?

A. Verifying the accuracy of all items in the configuration management database

B. Delivering change, faster and at optimum cost and minimized risk

C. Ensures that the fastest servers are purchased

D. Ensuring that all assets are accounted for

正解: B

質問 13

The group that authorizes changes that must be installed faster than the normal process is called the?

A. Emergency CAB (ECAB)

B. CAB Emergency Committee (CAB/EC)

C. Urgent Change Board (UCB)

D. Urgent Change Authority (UCA)

正解: A

質問 14

The positive effect that customers perceive a service can have on their business outcomes is referred to as what?

A. The utility of a service

B. Return on investment

C. The economic value of a service

D. The warranty of a service

正解: A

Peoplecert ITIL V3 Foundation - CMS7 模擬練習