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 :
- 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 :
- Time taken to resolve a Problem
- Number of Service requests/day
- Number of visitors for your website (Correct)
- Time taken to resolve an incident
Answer :Number of visitors for your website
Options are :
- The change authority must authorize all changes
- Standard changes are already pre-authorized (Correct)
- The user can authorize it themselves
- The user's manager should authorize the change
Answer :Standard changes are already pre-authorized
Options are :
- The service value chain
- The service value system (Correct)
- The four dimensions of service management
- The seven guiding principles
Answer :The service value system
Options are :
- 3 and 4
- 1 and 4
- 1 and 2 (Correct)
- 2 and 3
Answer :1 and 2