Free Peoplecert CMS7 Exam Dumps Questions & Answers

What are Request Models used for?

• A.Identifying frequently received user requests and defining how they should be handled
• B.Comparing the advantages and disadvantages of different Service Desk approaches such as local or remote
• C.Modelling arrival rates and performance characteristics of service requests
• D.Capacity Management

Effective Service Transition can significantly improve a service provider's ability to handle high volumes of what?

• A.Password resets
• B.Service level requests
• C.Incidents and Problems
• D.Changes and Releases

Which of the following questions does the guidance in service strategy help to answer?What services should we offer and to whom? How do we differentiate ourselves from competing alternatives? How do we create value for our customers?

• A.3 only
• B.1 only
• C.2 only
• D.All of the above

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

• A.Service metrics measure the end to end service; Technology metrics measure individual components
• B.Service metrics measure each of the service management processes; Technology metrics measure the infrastructure
• C.Service metrics include critical success factors and Key Performance Indicators; Technology metrics include availability and capacity
• D.Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness

Which of the following BEST describes a 'Major Incident'?

• A.An Incident that is so complex that it requires root cause analysis before any workaround can be found
• B.An Incident which requires a large number of people to resolve
• C.An Incident which has a high impact on the business
• D.An Incident that is so complex that the Service Desk takes longer than five times the normal time to log it