Peoplecert PC0-001 問題集

質問 1：
Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?
A. The Deming Cycle
B. Continual service improvement (CSI) approach
C. Incident model
D. RACI model
正解：D

質問 2：
Which of the following is the best definition of service management?
A. The ability to keep services highly available to meet the business needs
B. An internationally recognized methodology to provide valuable services to customers
C. A complete set of all the documentation required to deliver world class services to customers
D. A set of specialized organizational capabilities for providing value to customers in the form of services
正解：D

質問 3：
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 enable the incident management database to be partitioned for greater efficiency
C. To ensure service levels are met and breaches of agreements are avoided
D. To identify whether the user is entitled to log an incident for this particular service
正解：A

質問 4：
Which is the correct definition of a customer facing service?
A. A service that cannot be allowed to fail
B. One which is not covered by a service level agreement
C. A service not directly used by the business
D. One which directly supports the business processes of customers
正解：D

質問 5：
Which one of the following is the purpose of service level management?
A. To ensure that an agreed level of IT service is provided for all current IT services
B. To carry out the service operations activities needed to support current IT services
C. To ensure that sufficient capacity is provided to deliver the agreed performance of services
D. To create and populate a service catalogue
正解：A

質問 6：
Which process is responsible for the availability, confidentiality and integrity of data?
A. Service asset and configuration management
B. Service catalogue management
C. Information security management
D. Change management
正解：C

質問 7：
Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?
A. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented
B. Public frameworks are prescriptive and tell you exactly what to do
C. Public frameworks are always cheaper to adopt
D. Proprietary knowledge has been tested in a wide range of environments
正解：A