A AND B Flashcards
ExamTopic AnB
Specialized Organizational Capabilities
Q: What is a set of specialized organizational capabilities for enabling value for customers in the form of services?
A. Service offering
B. Service provision
C. Service management
D. Service consumption
C. Service management
Explanation: Service management involves specialized capabilities that facilitate value creation through services.
User Access to a System
Q: Which gives a user access to a system?
A. Service requirement
B. Service agreement
C. Service consumption
D. Service provision
D. Service provision
Explanation: Service provision refers to the actions and resources provided to users, granting them access to systems.
Managing Incidents Correctly
Q: Which statement about managing incidents is CORRECT?
A. Low impact incidents should be resolved efficiently, making logging unnecessary
B. The ‘incident management’ practice should use a single process regardless of the impact of the incident
C. Low impact incidents should be resolved efficiently so the resource required is reduced
D. Incidents with the lowest impact should be resolved first
C. Low impact incidents should be resolved efficiently so the resource required is reduced
Explanation: Efficient resolution of low-impact incidents reduces resource usage and maintains service quality.
Measurement in ‘Start Where You Are’ Principle
Q: Which statement about the use of measurement in the ‘start where you are’ guiding principle is CORRECT?
A. It should always be used to support direct observation
B. It should always be used instead of direct observation
C. Measured data is always more accurate than direct observation
D. The act of measuring always positively impacts results
A. It should always be used to support direct observation
Explanation: Measurements should complement observations to ensure a balanced view of current states.
Making New Services Available
Q: Which practice makes new services available for use?
A. Change enablement
B. Release management
C. Deployment management
D. IT asset management
B. Release management
Explanation: Release management focuses on making new or changed services available for use.
Guiding Principle for Improvement Initiatives
Q: Which is a recommendation of the guiding principle ‘think and work holistically’?
A. Conduct a review of existing service management practices and decide what to keep and what to discard
B. Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
C. Review service management practices and remove any unnecessary complexity
D. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
D. Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
Explanation: Thinking and working holistically involves considering all relevant aspects of service management.
Identify the missing word(s) in the following sentence:
The service desk should be the entry point and single point of contact for the [?] with all of its users.
A. Service consumer
B. Service provider
C. Customer
D. Supplier
B. Service provider
Explanation:
The service desk serves as the entry point for users to interact with the service provider. It’s a central contact point for all service-related issues.
Q: In service relationships, what is a benefit of identifying consumer roles?
A. It enables effective stakeholder management
B. It provides shared service expectations
C. It removes constraints from the customer
D. It enables a common definition of value
Correct Answer: A
Explanation: Identifying consumer roles helps manage relationships and align service expectations, ensuring that each stakeholder’s needs are met and properly addressed in service delivery.
Q: Which is an external input to the service value chain?
A. The ‘improve’ value chain activity
B. An overall plan
C. Customer requirements
D. Feedback loops
Correct Answer: C
Explanation: Customer requirements are key external inputs that influence the service value chain. These requirements shape how services are designed, delivered, and improved.
Q: What term is used to describe whether a service will meet availability, capacity, and security requirements?
A. Outcomes
B. Value
C. Utility
D. Warranty
Correct Answer: D
Explanation: Warranty ensures that a service can meet specific criteria such as availability, capacity, and security. It focuses on the service’s reliability and assurance, guaranteeing the service will perform as expected under defined conditions.
Q: What is the purpose of the ‘incident management’ practice?
A. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
B. To capture demand for incident resolution and service requests
C. To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
D. To support the agreed service quality by effective handling of all agreed user-initiated service requests
Correct Answer: A
Explanation: Incident management aims to restore normal service operation as quickly as possible to minimize the negative impact on business operations.
Q: What varies in size and complexity, and uses functions to achieve its objectives?
A. A risk
B. An organization
C. A practice
D. An outcome
Correct Answer: B
Explanation: An organization varies in size and complexity, and uses functions to achieve its strategic goals and objectives.
Q: Which will help solve incidents more quickly?
A. Target resolution times
B. Escalating all incidents to support teams
C. Collaboration between teams
D. Detailed procedural steps for incident investigation
Correct Answer: C
Explanation: Collaboration between teams enables faster resolution of incidents, as it ensures that the right expertise and resources are applied quickly.
Q: Which is an activity of the ‘problem management’ practice?
A. Restoration of normal service operation as quickly as possible
B. Prioritization of problems based on the risk that they pose
C. Authorization of changes to resolve the cause of problems
D. Resolution of incidents in a time that meets customer expectations
Correct Answer: B
Explanation: Problem management focuses on identifying and prioritizing problems based on their potential impact on the business, rather than simply restoring services.
Q: Which is an activity of the ‘incident management’ practice?
A. Assessing and prioritizing improvement opportunities
B. Performing service reviews with customers
C. Providing good-quality updates when expected
D. Automating service requests to the greatest degree possible
Correct Answer: C
Explanation: One of the activities of incident management is to provide good-quality updates when expected, ensuring customers are informed throughout the incident resolution process.
