Peoplecert CMS7

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Peoplecert ITIL V3 Foundation Sample Questions:

1. The difference between service metrics and technology metrics is BEST described as?

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

2. Which of the following would a Major Problem Review examine?
1.Things that were done correctly
2.Those things that were done incorrectly
3.How to prevent recurrence
4.What could be done better in the future

A) 1 only
B) 2 and 3 only
C) 1, 2 and 4 only
D) All of the above

3. Which model delivers a view of the services, assets and infrastructure?

A) Problem Model
B) Configuration Model
C) Incident Model
D) Change Model

4. Identify the input to the Problem Management process

A) Problem Resolution
B) Request for Change
C) Incident Records
D) New Known Errors

5. Which of these activities would be performed by a service desk?
1.Logging details of incidents and service requests
2.Providing first-line investigation and diagnosis
3.Restoring services
4.Implementing all standard changes

A) all of the above
B) 1, 2 and 3 only
C) 2 and 4 only
D) 3 and 4 only

Solutions: