40-60 Flashcards
QUESTION 40
When should a change request be submitted to resolve a problem?
A. As soon as a solution for the problem has been identified
B. As soon as a workaround for the problem has been identified
C. As soon as the analysis of the frequency and impact of incidents justifies the change
D. As soon as the analysis of cost, risks and benefits justifies the change
D
QUESTION 41
Which guiding principle helps to ensure that better information is available for decision making?
A. Keep it simple and practical
B. Think and work holistically
C. Optimize and automate
D. Collaborate and promote visibility
D
QUESTION 42
Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
A. Information security management
B. Monitoring and event management
C. Incident management
D. Change control
B
QUESTION 43
Which describes a standard change?
A. A change that needs to be scheduled, assessed and authorized following a defined process
B. A change that is typically implemented as a service request
C. A high-risk change that needs very thorough assessment
D. A change that must be implemented as soon as possible
B
QUESTION 44
How does information about problems and known errors contribute to ‘incident management’?
A. It enables quick and efficient diagnosis of incidents
B. It removes the need for regular customer updates
C. It removes the need for collaboration during incident resolution
D. It enables the reassessment of known errors
A
QUESTION 45
Which practice owns and manages issues, queries and requests from users?
A. Incident management
B. Service desk
C. Change control
D. Problem management
B
QUESTION 46
What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
A. An IT asset
B. A customer
C. A configuration item (CI)
D. A user
B
QUESTION 47
Which stakeholders co-create value in a service relationship?
A. Investor and supplier
B. Consumer and provider
C. Provider and supplier
D. Investor and consumer
B
QUESTION 48
Which describes normal changes?
A. Changes that are low-risk and pre-authorized
B. Changes that need to be scheduled and assessed following a process
C. Changes that are typically initiated as service requests
D. Changes that must be implemented as soon as possible
B
QUESTION 49
What is the expected outcome from using a service value chain?
A. Service value streams
B. Customer engagement
C. Value realization
D. The application of practices
C
QUESTION 50
Which statement about outcomes is CORRECT?
A. Outcomes are one or more services that fulfill the needs of a service consumer
B. Service providers help service consumers achieve outcomes
C. Outcomes help service consumers achieve outputs
D. Helping service consumers achieve outcomes reduces service provider costs
B
QUESTION 51
Which skill is an essential part of the ‘service level management’ practice?
A. Technical knowledge
B. Listening
C. Diagnosis
D. Problem analysis
B
QUESTION 52
What are the three phases of ‘problem management’?
A. Problem logging, problem classification, problem resolution
B. Incident management, problem management, change enablement
C. Problem identification, problem control, error control
D. Problem analysis, error identification, incident resolution
C
QUESTION 53
Which is a purpose of the ‘engage’ value chain activity?
A. Meeting expectations for quality, costs and time-to-market
B. Providing transparency and good relationships
C. Ensuring the continual improvement of services
D. Ensuring that the organization’s vision is understood
B
QUESTION 54
Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed.
A. suppliers
B. CIs
C. customers
D. assets
B
