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最新的 Peoplecert Certification CMS7 免費考試真題:

1. Which of the following questions does Service Strategy help answer with its guidance?
1.How do we prioritize investments across a portfolio?
2.What services to offer and to whom?
3.What are the Patterns of Business Activity (PBA)?

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

2. Which of the following are Service Desk organizational structures?
1.Local Service Desk
2.Virtual Service Desk
3.IT Help Desk
4.Follow the Sun

A) 1, 3 and4 only
B) 2, 3 and 4 only
C) 1, 2 and 3 only
D) 1, 2 and 4 only

3. Order the following continual service improvement (CSI) implementation steps into the correct
sequence in alignment with the plan, Do, Check, Act (PDCA) model.
-Allocate roles and responsibilities to work on CSI initiatives.
-Measure and review that the CSI plan is executed and its objectives are being achieved.
-Identify the scope, objectives and requirements for CSI.
-Decision on implementation of further enhancement.

A) 1-3-2-4
B) 2-3-4-1
C) 3-4-2-1
D) 3-1-2-4

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

A) 2 only
B) 1 only
C) All of the above
D) 3onfy

5. Which of these statements about Service Desk staff is CORRECT?

A) Service Desk staff should be recruited from people who have high levels of technical skill tominimize the cost of training them
B) The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles
C) The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries
D) Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained

問題與答案：