Last Mock Test Flashcards
Which guiding principle recommends that the four dimensions of service management are considered?
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Think and work holistically
Progress iteratively with feedback
Focus on value
Keep it simple and practical
Think and work holistically
Which of the following is a requirement of the service desk?
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Service desks should avoid the use of automation.
Service desks should be highly technical.
Service desks should understand the wider organization.
Service desks should be a physical team in a single fixed location.
Service desks should understand the wider organization.
Which practice includes the classification and ownership of queries and requests from users?
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Service desk
Incident management
Change control
Service level management
Service desk
Which statement about the value chain activities is correct?
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Every practice belongs to a specific value chain activity.
A specific combination of value chain activities and practices forms a service relationship.
Service value chain activities form a single workflow that enables value creation.
Each value chain activity contributes to the value chain by transforming specific inputs into outputs.
Each value chain activity contributes to the value chain by transforming specific inputs into outputs.
Which is NOT usually included as part of incident management?
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Scripts for collecting initial information about incidents
Formalized procedures for logging incidents
Detailed procedures for the diagnosis of incidents
The use of specialized knowledge for complicated incidents
Detailed procedures for the diagnosis of incidents
What is the primary use of a change schedule?
SELECT THE CORRECT ANSWER
To support incident management and improvement planning
To manage emergency changes
To plan changes and help avoid conflicts
To manage standard changes
To plan changes and help avoid conflicts
A service provider describes a package that includes a laptop with software, licences, and support. This package is an example of ________.
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Value
An outcome
Warranty
A service offering
A service offering
Which would be supported by the service request management practice?
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A request to authorize a change that could have an effect on a service
A request from a user for something which is a normal part of service delivery
A request to restore service after a service interruption
A request to investigate the cause of multiple related incidents
A request from a user for something which is a normal part of service delivery
Which guiding principle recommends collecting data before deciding what can be re-used?
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Focus on value
Start where you are
Keep it simple and practical
Progress iteratively with feedback
Start where you are
Which is a recommendation of the continual improvement practice?
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There should at least be a small team dedicated to leading continual improvement efforts
All improvements should be managed as multi-phase projects
Continual improvement’ should be isolated from other practices
External suppliers should be excluded from improvement initiatives
There should at least be a small team dedicated to leading continual improvement efforts
How should an organization adopt continual improvement methods?
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Use a new method for each improvement the organization handles.
Select a few key methods for the types of improvement the organization handles.
Build the capability to use as many improvement methods as possible.
Select a single method for all improvements that the organization handles.
Select a few key methods for the types of improvement the organization handles.
Which of the following practices are typically involved in the implementation of a problem resolution? 1. Continual improvement 2. Service request management 3. Service level management 4. Change control
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1 and 2
2 and 3
3 and 4
1 and 4
1 and 4
Which statement about a change authority is correct?
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A single change authority should be assigned to authorize all types of change and change models.
A change authority should be assigned for each type of change and change model.
Normal changes are preauthorized and do not need a change authority.
Emergency changes can be implemented without authorization from a change authority.
A change authority should be assigned for each type of change and change model.
Which of the following is a key consideration for the guiding principle keep it simple and practical ?
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Trying to create a solution for every exception
Understanding how each element contributes to value creation
Ignoring the conflicting objectives of different stakeholders
Starting with a complex solution and then simplifying it
Understanding how each element contributes to value creation
Which is NOT a key focus of the information and technology dimension?
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Security and compliance
Communication systems and knowledge bases
Workflow management and inventory systems
Roles and responsibilities
Roles and responsibilities
How does categorization of incidents assist the incident management practice?
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It helps direct the incident to the correct support area.
It determines the priority assigned to the incident.
It ensures that incidents are resolved in timescales agreed with the customer.
It determines how the service provider is perceived.
It helps direct the incident to the correct support area.
What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?
SELECT THE CORRECT ANSWER
A change request is submitted to change control.
Problem management restores the service as soon as possible.
The problem remains in the known error status.
The problem record is deleted.
The problem remains in the known error status.
Dion Training has just hired three new staff members. The IT department at Dion Training has created new accounts for the new staff members on the domain controller and allocated 10 GB of storage on the company’s internal file server per staff member. What term best describes these activities performed by the IT department?
Service consumption
Service Provision
Service Provision
Which guiding principle may best be served by understanding the cost and financial consequences that a service consumer might face when choosing to use a service?
Focus on value
Think and work holistically
Focus on value
You are working as a service desk analyst. You just received a change request to create a new user account. What type of change would this be considered?
Normal
Standard
Standard
What is usually NOT included as part of ‘incident management’?
Use of specialized knowledge
Detailed procedure for the diagnosis of incidents
Detailed procedure for the diagnosis of incidents
How does ‘service level management’ contribute to the ‘design and transition’ value chain activity?
Provide feedback from interaction with customers into new or changed services
Provide information about actual service performance and trend
Provide feedback from interaction with customers into new or changed services
Dion Training has outsourced the development of a mobile application to support their students’ learning while on the go. Instead of paying a fixed-fee for the development though, Dion Training has negotiated with the developers to instead pay them a royalty fee for each student who logs into the service through their smartphone app. To control costs, Dion Training has decided to only allow students on their higher membership levels to be given access to the application. Which of the following terms best describes the activities performed by Dion Training in this example?
Service consumption
Service Provision
Service consumption
What should NOT be included in incident management?
Detailed procedures on how to diagnose, investigate, and resolve incidents.
Scripts for collecting information about incidents
Detailed procedures on how to diagnose, investigate, and resolve incidents.
What does a centralized service desk require?
Local service desk analyst
Remote access to tools
Remote access tools
How does ‘service level management’ contribute to the ‘obtain/build’ value chain activity?
Provides objectives for component and service performance for products and services.
Provide information about the actual service performance or trend
provides objectives for component and service performance for products and services
What is an example of an action a service request management employee would undertake as part of the ‘engage’ activity?
Provides objectives for component and service performance for products and services.
Provide information about the actual service performance or trend
Communicate with customers to understand their requirements
Communicate with customers to understand their requirements
What is the step after ‘how do we keep the momentum going’ in the continual improvement model?
How do we get there
What is the vision
What is the vision
You are working as a part of the problem management team and discovered that multiple incidents are linked together due to a problem with the current version of the web browser installed on the workstations across the network. You have identified that this could be solved by upgrading the web browser to the newest available version. Your team has requested that all of the workstations in the organization receive an updated web browser through the change management activity to solve this problem. Which value chain activity will be responsible for upgrading all the workstations?
Plan
Obtain and build
Obtain and build
What considerations influence the supplier strategy of an organization?
SELECT THE CORRECT ANSWER
Contracts and agreements
Type of cooperation with suppliers
Corporate culture of the organization
Level of formality
Corporate culture of the organization
Which value chain activity communicates the current status of all four dimensions of service management?
Improve
Engage
Obtain or build
Plan
Plan
What should all continual improvement decisions be based on?
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Details of how services are measured
Accurate and carefully analysed data
An up-to-date balanced scorecard
A recent maturity assessment
Accurate and carefully analysed data
Which is intended to help an organization adopt and adapt ITIL guidance?
SELECT THE CORRECT ANSWER
The four dimensions of service management
The guiding principles
The service value chain
The practices
The guiding principles
What should be done for every problem?
SELECT THE CORRECT ANSWER
It should be diagnosed to identify possible solutions.
It should be prioritized based on its potential impact and probability.
It should be resolved so that it can be closed.
It should have a workaround to reduce the impact.
It should be prioritized based on its potential impact and probability.
Which statement about the service desk practice is correct?
SELECT THE CORRECT ANSWER
It provides a link with stakeholders at strategic and tactical levels.
It carries out change assessment and authorization.
It investigates the cause of incidents.
It needs a practical understanding of the business processes.
It needs a practical understanding of the business processes.
What is the starting point for optimization?
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Securing stakeholder engagement
Understanding the vision and objectives of the organization
Determining where the most positive impact would be
Standardizing practices and services
Understanding the vision and objectives of the organization
Which guiding principle describes the importance of doing something, instead of spending a long time analyzing different options?
SELECT THE CORRECT ANSWER
Optimize and automate
Start where you are
Focus on value
Progress iteratively with feedback
Progress iteratively with feedback
Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?
SELECT THE CORRECT ANSWER
Focus on value
Collaborate and promote visibility
Think and work holistically
Keep it simple and practical
Collaborate and promote visibility
What is the reason for using a balanced bundle of service metrics?
It provides an outcome-based view of services.
Identify the missing words in the following sentence. The purpose of the ______ is to ensure that the organization continually co-creates value with all stakeholders in line with the organization’s objectives.
SELECT THE CORRECT ANSWER
focus on value guiding principle
four dimensions of service management
service value system
service request management practice
service value system
How should an organization include third-party suppliers in the continual improvement of services?
SELECT THE CORRECT ANSWER
Ensure suppliers include details of their approach to service improvement in contracts
Require evidence that the supplier uses agile development methods
Require evidence that the supplier implements all improvements using project management practices
Ensure that all supplier problem management activities result in improvements
Ensure suppliers include details of their approach to service improvement in contracts
What is the effect of increased automation on the service desk practice?
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Greater ability to focus on customer experience when personal contact is needed
Decrease in self-service incident logging and resolution
Increased ability to focus on fixing technology instead of supporting people
Elimination of the need to escalate incidents to support teams
Greater ability to focus on customer experience when personal contact is needed
Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?
SELECT THE CORRECT ANSWER
Relationship management
IT asset management
Release management
Service desk
IT asset management
How does customer engagement contribute to the service level management practice? 1. It captures information that metrics can be based on. 2. It ensures the organization meets defined service levels. 3. It defines the workflow for service requests. 4. It supports progress discussions.
SELECT THE CORRECT ANSWER
1 and 2
2 and 3
3 and 4
1 and 4
3 and 4
How do all value chain activities transform inputs to outputs?
SELECT THE CORRECT ANSWER
By determining service demand
By using a combination of practices
By using a single functional team
By implementing process automation
By using a combination of practices
Why should service desk staff detect recurring issues?
SELECT THE CORRECT ANSWER
To help identify problems
To escalate incidents to the correct support team
To ensure effective handling of service requests
To engage the correct change authority
To help identify problems
Which of the following are problem control activities?
- Performing trend analysis of incident records
- Preassessing the status of known errors that have not been resolved
- Prioritizing problems for analysis based on the risk
- Finding and documenting a workaround for future incidents when a problem cannot be resolved quickly
3 and 4
Which two needs should change control balance?
- The need to assess risks and expected benefits
- The need to manage a change schedule
- The need to make beneficial changes
- The need to protect customers and users
3 and 4
How does configuration management support deliver and support of value chain activity?
SELECT THE CORRECT ANSWER
Configuration information is used to support activities of the incident management and problem management practices
Configuration management documents how assets work together to create a service
Configuration records are used to create the code or artefact that is being built
Configuration information is used by consumers
Configuration management documents how assets work together to create a service
How does service request management contribute to obtain/build value chain activity?
It analyzes data to identify opportunities to provide new service request options
It ensures users continue to be productive when they need assistance from the service provider
It acquires preapproved service components to help fulfill service requests
It collects user-specific requirements, sets expectations, and provides status updates
It acquires preapproved service components to help fulfill service requests
How does customer engagement contribute to the service level management practice? 1. It captures information that metrics can be based on. 2. It ensures the organization meets defined service levels. 3. It defines the workflow for service requests. 4. It supports progress discussions.
SELECT THE CORRECT ANSWER
1 and 2
2 and 3
3 and 4
1 and 4
1 and 4
What provides organizations with a structured approach to implementing improvements?
SELECT THE CORRECT ANSWER
Service improvement plan
Continual improvement model
Organization change management
Lean and agile
Continual improvement model
Which practices are typically involved in the implementation of a problem resolution? 1. Continual improvement 2. Service request management 3. Service level management 4. Change control
SELECT THE CORRECT ANSWER
1 and 2
2 and 3
3 and 4
1 and 4
1.
4.
Q
How does service request management contribute to design and transition activity?
SELECT THE CORRECT ANSWER
By collecting user-specific request requirements
By acquiring pre-approved service components
By providing service request trend and quality information
By initiating standard changes to fulfill service requests
By initiating standard changes to fulfill service requests
Which practice ensures that stakeholders’ needs are understood and product and services are prioritized appropriately?
SELECT THE CORRECT ANSWER
Continual improvement
Relationship management
Change control
Service desk
Relationship management
How does service desk practice contribute to engage activity of a service value chain?
SELECT THE CORRECT ANSWER
The service desk is a channel for communicating with users about new and changed services
The service desk is the main channel for tactical and operational engagement with users
Service desk activities are constantly monitored and evaluated to support continual improvement, alignment, and value creation
The service desk is involved in acquiring service components used to fulfill service requests and resolving incidents
The service desk is the main channel for tactical and operational engagement with users
