Peoplecert ITIL V3 Foundation - CMS7 Exam Practice Test

A. Event Management

B. Problem Management

C. Change Management

D. Service Level Management

A. 1, 3 and 4 only

B. 2, 3 and 4 only

C. 1, 2 and 4 only

D. 1, 2 and 3 only

A. To provide a channel for users to request and receive standard services

B. Provides the rights for users to be able of services

C. To prevent Problems and resulting Incidents from happening

D. To detect security events and make sense of them

A. Technical management (TM)

B. Urgent change board (UCB)

C. Emergency change advisory board (ECAB)

D. Urgent change authority (UCA)

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

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

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

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

A. Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness

B. Service metrics measure the end to end service; Technology metrics measure individual components

C. Service metrics include critical success factors and Key Performance Indicators; Technology metrics include availability and capacity

D. Service metrics measure each of the service management processes; Technology metrics measure the infrastructure

A. Extreme focus on cost

B. Extreme internal focus

C. Extreme focus on responsiveness

D. Vendor focused

A. To provide a channel for users to request and receive standard services

B. To update the Service Catalogue with services that may be requested through the Service Desk

C. To provide information to users about what services are available and how to request them

D. To source and deliver the components of standard services that have been requested

A. The Supplier Manager decides that there is a risk the contract might need to end soon

B. The contract is about to be ended

C. The contract is being negotiated

D. The contract has been agreed

A. Business Continuity Management and IT Service Continuity Management must be established at the same time

B. IT Service Continuity Management is not required when IT is outsourced to a third party provider

C. IT Service Continuity Management can only take place once Business Continuity Management has been established

D. Where Business Continuity Management is established, business continuity considerations should form the focus for IT Service Continuity Management

A. 2 only

B. Both of the above

C. 1 only

D. Neither of the above

A. It is possible that responsiveness may suffer and customers needs may not be met within business timescales

B. From the information given, it is not possible to comment regarding the impact on responsiveness of over-emphasis on stability

C. There is only likely to be a positive outcome from improved stability - the customers must be made fully aware of this and their expectations regarding responsiveness must be managed

D. Customers needs will be met more easily because of the improved stability of the services with fewer failures to disrupt timely delivery

A. The Service Knowledge Management System (SKMS) is part of the CMS

B. The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)

C. The KEDB and the CMS form part of the larger SKMS

D. The CMS is part of the Configuration Management Data Base (CMDB)

A. 2 only

B. Both of the above

C. 1 only

D. Neither of the above