Which approach is correct when applying the guiding principle `˜keep it simple and practical?

Last Updated on November 28, 2021 by Admin

Only add controls and metrics when they are needed
Design controls and metrics first, then remove those not adding value
Design controls and metrics and add them individually until all are implemented
Only add controls and metrics that are required for compliance

Options are :

Change control
Service desk (Correct)
Service catalogue management
Problem management

Answer :Service desk

Options are :

A practice
An output
Continual improvement
A service (Correct)

Answer :A service

Options are :

Collaborate and promote visibility
Keep it simple and practical (Correct)
Optimize and automate
Progress iteratively with feedback

Answer :Keep it simple and practical

Options are :

The functionality offered by a product or service to meet a particular need
The perceived benefits, usefulness and importance of something
Assurance that a product or service will meet agreed requirements (Correct)
The amount of money spent on a specific activity or resource

Answer :Assurance that a product or service will meet agreed requirements

Options are :

Understand how each element contributes to value creation (Correct)
Start with a complex solution, then simplify
Try to create a solution for every exception
Ignore conflicting objectives of different stakeholders

Answer :Understand how each element contributes to value creation

Options are :

Service desk
Change control
Continual improvement
Problem management (Correct)

Answer :Problem management

Options are :

Service desks should always be a physical team in a single fixed location
Service desks should be highly technical functions
Service desks should never use technologies such as SMS and chat functions
Service desks should have a practical understanding of the wider business (Correct)

Answer :Service desks should have a practical understanding of the wider business

Options are :

To direct and control an organization
To identify activities that an organization must perform in order to deliver a valuable service
To help an organization make good decisions (Correct)
To ensure that an organization's performance continually meets stakeholders' expectations

Answer :To help an organization make good decisions

Options are :

Design and transition
Engage (Correct)
Deliver and support
Obtain/build

Answer :Engage

Options are :

Answer :FALSE

Options are :

To align the organization's practices and services with changing business needs
To support the agreed quality of a service handling all agreed, user-initiated service requests
To set clear business-based targets for service performance
To establish and nurture the links between the organization and its stakeholders (Correct)

Answer :To establish and nurture the links between the organization and its stakeholders

Options are :

suppliers
assets
customers
CIs (Correct)

Answer :CIs

Options are :

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
To capture demand for incident resolution and service requests (Correct)
To maximize the number of successful IT changes by ensuring risks are properly assessed
To set clear business-based targets for service performance

Answer :To capture demand for incident resolution and service requests

Options are :

Improve
Obtain/build
Plan
Engage (Correct)

Answer :Engage

Options are :

Email
Phone calls
Text and social media messaging
All of the above (Correct)

Answer :All of the above

Options are :

Change control
Service request management
Incident management (Correct)
Service level management

Answer :Incident management

Options are :

By initiating standard changes to fulfill service requests
It analyzes data to identify opportunities to provide new service request options
It collects user-specific requirements, sets expectations, and provides status updates
It acquires pre-approved service components to help fulfill service requests (Correct)

Answer :It acquires pre-approved service components to help fulfill service requests

Options are :

The guiding principles
The service value system (Correct)
Practices
The service value chain

Answer :The service value system

Options are :

Creating incident records
Trend analysis of incident records (Correct)
Diagnosing and resolving incidents
Escalating incidents to a support team for resolution

Answer :Trend analysis of incident records

Options are :

An investigation to identify the cause of an incident
An emergency change to implement a security patch
A compliment about an IT support team (Correct)
The failure of an IT service

Answer :A compliment about an IT support team

Options are :

Keep it simple and practical
Focus on value (Correct)
Collaborate and promote visibility
Start where you are

Answer :Focus on value

Options are :

To encourage a high level of collaboration within and between teams
To ensure that incidents with the highest business impact are resolved first (Correct)
To help automated matching of incidents to problems or known errors
To identify which support team the incident should be escalated to

Answer :To ensure that incidents with the highest business impact are resolved first

Options are :

Problems
Events (Correct)
Requests
Incidents

Answer :Events

Options are :

Organizations and people
Value streams and processes
Information and technology (Correct)
Partners and suppliers

Answer :Information and technology

Options are :

Cost
Utility
Warranty (Correct)
Service management

Answer :Warranty

Options are :

Use of shift working patterns
Fulfilment of service requests
Creation of a temporary team
Scripts for collecting user information (Correct)

Answer :Scripts for collecting user information

Options are :

Asset
Cost (Correct)
Outcome
Utility

Answer :Cost

Options are :

Define measurable targets
Perform baseline assessments
Evaluate measurements and metrics (Correct)
Execute improvement actions

Answer :Evaluate measurements and metrics

Options are :

Focus on value
Optimize and automate
Collaborate and promote visibility
Think and work holistically (Correct)

Answer :Think and work holistically

Options are :

To ensure that information security requirements are met
To streamline the fulfilment workflow (Correct)
To ensure that spending is properly accounted for
To set user expectations for fulfilment times

Answer :To streamline the fulfilment workflow

Options are :

A service that meets its service level targets
A service that increases constraints on the consumer
A service that supports the performance of the consumer (Correct)
A service that is fit for use

Answer :A service that supports the performance of the consumer

Options are :

Identify all suppliers and partners that are involved in the service
Determine the cost of provisioning the service
Determine who the service consumer is in each situation (Correct)
Identify the outcomes that service facilitates

Answer :Determine who the service consumer is in each situation

Options are :

The replacement of a toner cartridge
The degradation of a service (Correct)
A complaint about a support team
The provision of a laptop

Answer :The degradation of a service

Options are :

To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors (Correct)
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services
To protect the information needed by the organization to conduct its business

Answer :To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

Options are :

Standard changes are changes that need to be scheduled, assessed and authorized following a standard process
Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited (Correct)
Service requests are usually normal changes that can be implemented quickly without authorization
Emergency changes are changes that must be fully tested and fully documented prior to implementation

Answer :Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited

Options are :

Information security management (Correct)
Monitoring and event management
Service level management
Continual improvement

Answer :Information security management

Options are :

To make new and changed services available for use (Correct)
To move hardware and software to live environments
To handle user-initiated service requests
To protect the organization's information

Answer :To make new and changed services available for use

Options are :

Changes to products and services (Correct)
Changes to service levels
Changes to skills and competencies
Changes to organizational structure

Answer :Changes to products and services

Options are :

A description of one or more services that help address the needs of a target consumer group
A set of specialized organizational capabilities for enabling value for customers
A set of interconnected activities that help an organization deliver a valuable service
Recommendations that help an organization when adopting a service management approach (Correct)

Answer :Recommendations that help an organization when adopting a service management approach

Options are :

Service desk
Service request management
Service configuration management
Service level management (Correct)

Answer :Service level management

Options are :

Service level management
Incident management (Correct)
Problem management
Service request management

Answer :Incident management

Options are :

An improvement initiative that is broken into a number of manageable sections (Correct)
The identification of all interested parts at the start of a improvement initiative
A current state assessment that is carried out at the start of an improvement initiative
An assessment of how all the parts of an organization will affect an improvement initiative

Answer :An improvement initiative that is broken into a number of manageable sections

Options are :

Initiate, approve, fulfil
Schedule, assess, authorize
Diagnose, investigate, resolve
Acknowledge, classify, own (Correct)

Answer :Acknowledge, classify, own

Options are :

Problem management
Service desk (Correct)
Service level management
Change enablement

Answer :Service desk

Options are :

Problem management (Correct)
Service level management
Service request management
Change enablement

Answer :Problem management

Options are :

Design and transition
Obtain/build (Correct)
Plan
Deliver and support

Answer :Obtain/build

Options are :

Using formal roles and responsibilities
Working with an integrator to manage relationships (Correct)
Defining controls and procedures
Using artificial intelligence

Answer :Working with an integrator to manage relationships

Options are :

Only add controls and metrics that are required for compliance
Only add controls and metrics when they are needed (Correct)
Design controls and metrics and add them individually until all are implemented
Design controls and metrics first, then remove those not adding value

Answer :Only add controls and metrics when they are needed

Options are :

Service provider (Correct)
Supplier
Service consumer
Customer

Answer :Service provider

Options are :

Using single-system-based metrics that relate to outputs
Using bundled metrics to relate performance to outcomes (Correct)
Using an agreement between the service provider and service supplier
Using individual metrics that relate to the service catalogue

Answer :Using bundled metrics to relate performance to outcomes

Options are :

Customer requirements (Correct)
The 'improve' value chain activity
An overall plan
Feedback loops

Answer :Customer requirements

Options are :

a team
a supplier
a role (Correct)
an organization

Answer :a role

Options are :

Service desk
Change enablement
Supplier management
Relationship management (Correct)

Answer :Relationship management

Options are :

Check that the activity has already been optimized (Correct)
Ensure the solution removes the need for human intervention
Ensure that DevOps has been successfully implemented
Check that suitable new technology has been purchased

Answer :Check that the activity has already been optimized

Options are :

To help manage normal changes (Correct)
To help authorize standard changes
To help plan emergency changes
To help assign a change authority

Answer :To help manage normal changes

Options are :

A problem that has been analysed and has not been resolved (Correct)
Any change of state that has significance for the management of a service or other configuration item (CI)
A cause, or potential cause, of one or more incidents
An unplanned interruption to a service, or reduction in the quality of a service

Answer :A problem that has been analysed and has not been resolved

Options are :

Sponsor (Correct)
Change authority
User
Customer

Answer :Sponsor

Options are :

Focus on value at every step of the improvement (Correct)
Make "focus on value' a responsibility of the management
Focus on value for the service provider first
Focus on the value of new and significant projects first

Answer :Focus on value at every step of the improvement

Options are :

Obtain/Build
Improve
Design and Transition
Service relationships (Correct)

Answer :Service relationships

Options are :

Warranty
Utility (Correct)
Cost
Risk

Answer :Utility

Options are :

A normal change
An emergency change
A standard change (Correct)
An application change

Answer :A standard change

Options are :

Incident management
Compliments and complaints
Self-service tools
Processes and procedures (Correct)

Answer :Processes and procedures

Options are :

The service desk should rely on self-service portals instead of escalation to support teams
The service desk should escalate all technical issues to support and development teams
The service desk should remain isolated from technical support teams
The service desk should work in close collaboration with support and development teams (Correct)

Answer :The service desk should work in close collaboration with support and development teams

Options are :

Continual Improvement
Change Control
Change Authority
Change Schedule (Correct)

Answer :Change Schedule

Options are :

Service level management
Incident management (Correct)
Problem management
Change management

Answer :Incident management

Options are :

Reviewing service management practices and removing any unnecessary complexity
Conducting a review of existing service management practices and decide what to keep and what to discard
Reviewing how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
Using the four dimensions of service management to ensure coordination of all aspects of an improvement initiative (Correct)

Answer :Using the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

Options are :

Emergency changes can be implemented without authorization from a change authority
A single change authority should be assigned to authorize all types of change and change models
Normal changes are pre-authorized and do not need a change authority
A change authority should be assigned for each type of change and change model (Correct)

Answer :A change authority should be assigned for each type of change and change model

Options are :

2 and 3
3 and 4
1 and 4
1 and 2 (Correct)

Answer :1 and 2

Options are :

It should be resolved so that it can be closed
It should be prioritized based on its potential impact and probability (Correct)
It should have a workaround to reduce the impact
It should be diagnosed to identify possible solutions

Answer :It should be prioritized based on its potential impact and probability

Options are :

Think and work holistically (Correct)
Start where you are
Keep it simple and practical
Progress iteratively with feedback

Answer :Think and work holistically

Options are :

All incidents reported to the service desk
The results specific to the clauses in a service level agreement(SLA)
All the accumulated knowledge of the service provider
The result of carrying out an activity, following a process or delivering a service (Correct)

Answer :The result of carrying out an activity, following a process or delivering a service

Options are :

Known error
Problem (Correct)
Event
Change

Answer :Problem

Options are :

A possible event that could cause harm or loss or make it more difficult to achieve objectives
Problem control activities that includes problem analysis and documenting workarounds and known errors.
A tangible or intangible deliverable that is produced by carrying out an activity.
Temporary solutions aimed at reducing or eliminating the impact of Known Errors (and thus Problems) for which a full resolution is not yet available. (Correct)

Answer :Temporary solutions aimed at reducing or eliminating the impact of Known Errors (and thus Problems) for which a full resolution is not yet available.

Options are :

Consumer and provider (Correct)
Investor and supplier
Provider and supplier
Investor and consumer

Answer :Consumer and provider

Options are :

3 and 4
1 and 4 (Correct)
1 and 2
2 and 3

Answer :1 and 4

Options are :

Any change of state that has significance for the management of a configuration item
An addition or modification that could have an effect on services
A cause or potential cause of one or more incidents (Correct)
An unplanned reduction in the quality of a service

Answer :A cause or potential cause of one or more incidents

Options are :

Relationship management
Supplier management
Problem management
Service desk (Correct)

Answer :Service desk

Options are :

As a service request
As an event
As a change request
As a problem (Correct)

Answer :As a problem

Options are :

Formation of a temporary team
The use of scripts (Correct)
Rapid escalation
Problem prioritization

Answer :The use of scripts

Options are :

Each value chain activity contributes to the value chain by transforming specific inputs into outputs (Correct)
Service value chain activities form a single flow that enables value creation
Every practice belongs to a specific value chain activity
A specific combination of value chain activities and practices forms a service relationship

Answer :Each value chain activity contributes to the value chain by transforming specific inputs into outputs

Options are :

Providing a clear path for users to report issues, queries, and requests
Identifying and logging opportunities (Correct)
Delivering tactical and operational engagement with customers
Populating and maintaining the asset register

Answer :Identifying and logging opportunities

Options are :

Effective communication
Technical skills (Correct)
Empathy
Customer service skills

Answer :Technical skills

Options are :

Uses feedback from users about the service and requirements from customers to make the service better
Provides information about the actual service performance and trends (Correct)
Collects and processes feedback from customers and users
Collects feedback during interactions and communicates service performance objectives to the operations and support teams

Answer :Provides information about the actual service performance and trends

Options are :

IT asset (Correct)
output
configuration item
outcome

Answer :IT asset

Options are :

It provides a link with stakeholders at strategic and tactical levels
It investigates the cause of incidents
It needs a practical understanding of the business processes (Correct)
It carries out change assessment and authorization

Answer :It needs a practical understanding of the business processes

Options are :

Compliments and complaints
Incident management
Processes and procedures (Correct)
Self-service tools

Answer :Processes and procedures

Options are :

A person who uses services
A person who works for an organization other than the service provider
A person who authorizes budget for service consumption
A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption (Correct)

Answer :A person who defines the requirements for a service and takes responsibility for the outcomes of service consumption

Options are :

A separate process (Correct)
Specialist teams
Third party support
Immediate escalation

Answer :A separate process

Options are :

Uninstalling a new patch that has caused a high-priority incident
Increasing the memory of a server to avoid an incident
Moving a desktop for a single user (Correct)
Resolving an incident or implementing a security patch

Answer :Moving a desktop for a single user

Options are :

It ensures that incidents are resolved in times agreed with the customer
It determines how the service provider is perceived
It helps direct the incident to the correct support area (Correct)
It determines the priority assigned to the incident

Answer :It helps direct the incident to the correct support area

Options are :

Any component that needs to be managed in order to deliver an IT service
The ability of an IT service or other configuration item to perform its agreed function when required
Any change of state that has significance for the management of a configuration item or IT service (Correct)
Any valuable component that can contribute to delivery of an IT product or service

Answer :Any change of state that has significance for the management of a configuration item or IT service

Options are :

Keep it simple and practical
Think and work holistically
Optimize and automate
Collaborate and promote visibility (Correct)

Answer :Collaborate and promote visibility

Options are :

Organizations and people
Information and technology
Partners and suppliers
Value streams and processes (Correct)

Answer :Value streams and processes

Options are :

Ensuring the continual improvement of services
Ensuring that the organization's vision is understood
Providing transparency and good relationships (Correct)
Meeting expectations for quality, costs and time-to-market

Answer :Providing transparency and good relationships

Options are :

A possible event that could cause harm or loss or make it more difficult to achieve objectives
A tangible or intangible deliverable that is produced by carrying out an activity
The assurance that a product or service will meet agreed requirements
The functionality offered by a product or service to meet a particular need (Correct)

Answer :The functionality offered by a product or service to meet a particular need

Options are :

To measure the performance of services from a customer's point of view (Correct)
To measure the performance of the service from the service provider's point of view.
To measure the performance of the service capability
To measure the performance of the service availability

Answer :To measure the performance of services from a customer's point of view

Options are :