PEOPLECERT CMS7 Exam Questions
ITIL V3 Foundation (Page 18 )

Updated On: 31-Mar-2026
effectiveness
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

Answer(s): A
QUESTION: 64
The term 'Service Management' is best used to describe?

A. Units of organizations with roles to perform certain activities
B. A set of specialized organizational capabilities for providing value to customers in the form of
services
C. The management of functions within an organization to perform certain activities
D. A set of specialized organizational capabilities for providing functions to customers in the
form of services

Answer(s): B
QUESTION: 65
Which of the following is the BEST definition of an Incident?

A. A warning that a threshold has been reached, something has changed, or a failure has
occurred
B. An unplanned interruption to an IT service or reduction in the quality of an IT service
C. A change of state which has significance for the management of a Configuration Item or IT
Service
D. Loss of ability to operate to specification, or to deliver the required output

Answer(s): B
QUESTION: 66
Who is responsible for ensuring that the Request Fulfil ment process is being performed
according to the agreed and documented process?

A. The Request Fulfil ment Process Manager
B. The Request Fulfil ment Process Owner
C. The Service Desk Manager
D. The Service Manager

Answer(s): B
QUESTION: 67
Which Service Design process makes the most use of data supplied by Demand Management?

A. IT Service Continuity Management

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