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Exam Code: PC0-001
Exam Name: ITIL 2011 Foundation
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Peoplecert PC0-001 Exam Questions 131 Q&As
Updated: 2014-06-18
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Exam Code: CMS7
Exam Name: ITIL V3 Foundation
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Peoplecert CMS7 Test Answers 370 Q&As
Updated: 2014-06-18
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NO.1 Which of the following is the BEST reason for categorizing incidents?
A. To establish trends for use in problem management and other IT service management (ITSM)
activities
B. To ensure service levels are met and breaches of agreements are avoided
C. To enable the incident management database to be partitioned for greater efficiency
D. To identify whether the user is entitled to log an incident for this particular service
Answer: A
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NO.2 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
Answer: A
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NO.3 Which process is responsible for discussing reports with customers showing whether services
have met their targets?
A. Continual service improvement
B. Change management
C. Service level management
D. Availability management
Answer: C
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NO.4 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)
Answer: D
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NO.5 Which statement should NOT be part of the value proposition for Service Design?
A. Reduced total cost of ownership
B. Improved quality of service
C. Improved Service alignment with business goals
D. Better balance of technical skills to support live services
Answer: D
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NO.6 Which process is responsible for the availability, confidentiality and integrity of data?
A. Service catalogue management
B. Service asset and configuration management
C. Change management
D. Information security management
Answer: D
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NO.7 Which one of the following contains information that is passed to service transition to enable
the
implementation of a new service?
A. A service option
B. A service transition package (STP)
C. A service design package (SDP)
D. A service charter
Answer: C
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NO.8 Which of the following is an enabler of best practice?
A. Standards
B. Technology
C. Academic research
D. Internal experience
Answer: B
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