Mock test four Flashcards
You have been asked to investigate an email service that is failing to meet its intended outcomes. You begin by determining the intended outcome and then observe the current service. Based on your observations, you determine that the current service is not meeting its utility and warranty requirements. Which guiding principles best describes your actions in this scenario?
d) Start where you are
A small start-up in San Francisco is launching a brand new iPhone app. The app will perform 15 different functions when it is fully developed. Currently, the app only has 4 functions completed, but the company decided to release the app to get some initial feedback. Based on the feedback, the company changed the third function to improve the customer experience and continued to add one function every 3 weeks to the app. What guiding principle best describes what the company was doing?
c) Progress iteratively with feedback
Your company has spent the last 12 months working on a new improvement to the customer relationship management software in an effort to increase customer satisfaction by 4%. Janet analyzes the current metrics and compares them against the baseline metrics from 12 months ago. Which step of the continual improvement model is Janet working in?
a) Did we get there
Your organization was having a big problem with cybersecurity due to poor password management practices. You had led an improvement initiative to increase the security of the authentication system by implementing two-factor authentication. The original goal was to get at least 35% of the users to utilize two-factor authentication. During the first phase of your improvement initiative, using the two-factor authentication was voluntary for users. By the end of the first phase, it was determined that 43% of users chose to use the two-factor authentication. You want to continue the improvement efforts and increase usage to 100%. Which step in the continual improvement model should you begin with?
b) How do we keep the momentum going
What is the MOST important reason for prioritizing incidents?
a) To provide links to related changes and known errors
b) To ensure that user expectations are realistic
c) To ensure that incidents with highest impact are resolved first
c) To ensure that incidents with highest impact are resolved first
Which statement about outcomes is CORRECT?
a) They co-create value for service providers by reducing costs and risks.
b) They provide products to service providers based on outputs.
c) They are deliverables provided to service consumers.
d) They allow service consumers to achieve a desired result.
d) They allow service consumers to achieve a desired result.
Which guiding principle considers which parts of an existing process should be kept by identifying how they contribute to value creation?
a) Progress iteratively with feedback
b) Collaborate and promote visibility
c) Keep it simple and practical
d) Think and work holistically
c) Keep it simple and practical
Which is a result of applying the guiding principle ‘progress iteratively with feedback’?
a) The ability to discover and respond to failure earlier
b) Standardization of practices and services
c) Understanding the current state and identifying what can be reused
d) Understanding the customer’s perception of value
a) The ability to discover and respond to failure earlier
What does BIA stand for?
business impact analysis
What does PIR stand for?
Post-implementation review
How does ‘service request management’ contribute to the ‘engage’?
SERVICE REQUEST MANAGEMENT WITH ENGAGE.
By helping to collect user-specific requirements, sets the expectations, and providing updates
What is an example of an action a service request management employee would undertake as part of the “improve” activity?
SERVICE REQUEST MANAGEMENT with IMPROVE
Providing feedback about trend, quality and status of requests
How does ‘service level management’ contribute to the ‘engage’?
SERVICE LEVEL MANAGEMENT WITH ENGAGE.
Collecting and processing feedback from customers and users
How does ‘service level management’ contribute to the ‘plan’?
SERVICE LEVEL MANAGEMENT WITH PLAN.
Providing information about the current service performance and trends
Which value chain activity includes presenting workarounds to users via a service portal?
SELECT THE CORRECT ANSWER
Plan
Improve
Engage
Obtain or build
Engage
Which key activity of service continuity management identifies vital business functions (VBF) and their dependencies?
SELECT THE CORRECT ANSWER
Disaster recovery plan
Recovery point objective
Recovery time objective
Business impact analysis
Business impact analysis
What of the following is an agreement between a service provider and a customer that identifies both services required and the expected level of service?
SELECT THE CORRECT ANSWER
Contractual agreement
Business agreement
Service level agreement
Service customer agreement
Service level agreement
Which of the following best describes outcomes?
SELECT THE CORRECT ANSWER
Tangible or intangible deliverables
Functionality offered by a product or service
Results for a stakeholder
Configuration of an organization s resources
Results for a stakeholder
Which is a risk that might be removed from a service consumer by an IT service?
a) Security breach
b) Service provider ceasing to trade
c) Failure of server hardware
d) Cost of purchasing servers
c) Failure of server hardware
Explanation
There are two types of risks:
– risks removed from a consumer by the service (part of the value proposition). These may include failure of the consumer’s server hardware or lack of staff availability.
– risks imposed on a consumer by the service (risks of service consumption). An example of this would be a service provider ceasing to trade, or experiencing a security breach.
Which statement about problems is CORRECT?
a) Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.
b) Problems are not related to incidents.
c) Problems must be resolved quickly in order to restore normal business activity.
d) Problem prioritization involves risk assessment.
d) Problem prioritization involves risk assessment.
Explanation
Problems analysis are risk-based. It is not essential to analyze every problem; but the highest-priority problems.
Which of the following statements about the value chain activities is correct?
SELECT THE CORRECT ANSWER
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 flow 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
What is an event?
SELECT THE CORRECT ANSWER
The addition, modification, or removal of anything that could have a direct or indirect effect on services
Any change of state that has significance for the management of a service or other configuration item
Cause of one or more incidents
An unplanned interruption to a service or reduction in the quality of a service
Any change of state that has significance for the management of a service or other configuration item
What should be included in every service level agreement?
SELECT THE CORRECT ANSWER
Details of the system-based metrics
Technical description of the service components
Clearly defined service outcomes
Legal language
Clearly defined service outcomes
What is the best way to track and manage improvements?
SELECT THE CORRECT ANSWER
Use a structured document called a continual improvement register
Appoint a leader for managing the improvements
Ask everyone to track and manage improvements initiated by them
Don’t track and manage improvements
Use a structured document called a continual improvement register
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
Which of the following is NOT a key skillset required for service desk agents?
SELECT THE CORRECT ANSWER
Effective communication
Empathy
Customer service skills
Technical skills
Technical skills
Which of the following is an example of incident?
SELECT THE CORRECT ANSWER
A user wants to reset the password of a server
A user has requested access to a shared repository
A backup server is being rebooted while services are running on the primary server
An application is not available during the business hours
An application is not available during the business hours
What is the purpose of the service desk practice?
SELECT THE CORRECT ANSWER
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
To maximize the number of successful IT changes by ensuring risks are properly assessed
To capture demand for incident resolution and service requests
To set clear business-based targets for service performance
To capture demand for incident resolution and service requests
What are the different types of events?
SELECT THE CORRECT ANSWER
Normal, standard, and emergency
Informational, warning, and exception
Normal and standard
Informational, standard, and emergency
Informational, warning, and exception
What are the two types of costs that a service consumer should evaluate?
SELECT THE CORRECT ANSWER
The cost of creating the service and the cost charged for the service
The costs removed by the service and the costs imposed by the service
The cost of provisioning the service and the cost of improving the service
The cost of purchasing software and the cost of purchasing hardware
The costs removed by the service and the costs imposed by the service
What is service value chain?
SELECT THE CORRECT ANSWER
A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers
The means by which an organization is directed and controlled
Recommendations that can guide an organization in all circumstances
Sets of organizational resources designed for performing work or accomplishing an objective
A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers
Which guiding principle recommends to eliminate anything that is wasteful and use technology wherever possible?
SELECT THE CORRECT ANSWER
Focus on value
Start where you are
Optimize and automate
Collaborate and promote visibility
Optimize and automate
Who defines the requirements for a service?
Service provider
Customer
User
Sponsor
Customer
What is an event?
SELECT THE CORRECT ANSWER
The addition, modification, or removal of anything that could have a direct or indirect effect on services
Any change of state that has significance for the management of a service or other configuration item
Cause of one or more incidents
An unplanned interruption to a service or reduction in the quality of a service
Any change of state that has significance for the management of a service or other configuration item
Which practice has the purpose of making new and changed services and features available for use?
SELECT THE CORRECT ANSWER
Change control
Service request management
Release management
Deployment management
Release management
When is the ownership of a product transferred to a consumer?
SELECT THE CORRECT ANSWER
When a service provider delivers goods
When an access is granted
When service action is performed by service provider
None of the above
When a service provider delivers goods
Q
Which practice is responsible for moving components to live environments?
SELECT THE CORRECT ANSWER
Change control
Release management
IT asset management
Deployment management
Deployment management
What is an output?
SELECT THE CORRECT ANSWER
A change of state that has significance for the management of a configuration item.
A possible event that could cause harm or loss.
A result for a stakeholder.
A deliverable created by carrying out an activity.
A deliverable created by carrying out an activity.
Which value chain activity ensures the availability of service components?
Improve
Engage
Obtain/build
Deliver and support
Obtain/build
Which practice ensures that stakeholders’ needs are understood and product and services are prioritized appropriately?
Continual improvement
Relationship management
Change control
Service desk
Relationship management
