Mock test four

Question 1

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?

Answer 1

d) Start where you are

Question 2

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?

Answer 2

c) Progress iteratively with feedback

Question 3

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?

Answer 3

a) Did we get there

Question 4

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?

Answer 4

b) How do we keep the momentum going

Question 5

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

Answer 5

c) To ensure that incidents with highest impact are resolved first

Question 6

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.

Answer 6

d) They allow service consumers to achieve a desired result.

Question 7

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

Answer 7

c) Keep it simple and practical

Question 8

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

Answer 8

a) The ability to discover and respond to failure earlier

Question 9

What does BIA stand for?

Answer 9

business impact analysis

Question 10

What does PIR stand for?

Answer 10

Post-implementation review

Question 11

How does ‘service request management’ contribute to the ‘engage’?
SERVICE REQUEST MANAGEMENT WITH ENGAGE.

Answer 11

By helping to collect user-specific requirements, sets the expectations, and providing updates

Question 12

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

Answer 12

Providing feedback about trend, quality and status of requests

Question 13

How does ‘service level management’ contribute to the ‘engage’?
SERVICE LEVEL MANAGEMENT WITH ENGAGE.

Answer 13

Collecting and processing feedback from customers and users

Question 14

How does ‘service level management’ contribute to the ‘plan’?
SERVICE LEVEL MANAGEMENT WITH PLAN.

Answer 14

Providing information about the current service performance and trends

Question 15

Which value chain activity includes presenting workarounds to users via a service portal?

SELECT THE CORRECT ANSWER

Plan
Improve
Engage
Obtain or build

Answer 15

Engage

Question 16

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

Answer 16

Business impact analysis

Question 17

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

Answer 17

Service level agreement

Question 18

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

Answer 18

Results for a stakeholder

Question 19

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

Answer 19

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.

Question 20

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.

Answer 20

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.

Question 21

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

Answer 21

Each value chain activity contributes to the value chain by transforming specific inputs into outputs

Question 22

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

Answer 22

Any change of state that has significance for the management of a service or other configuration item

Question 23

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

Answer 23

Clearly defined service outcomes

Question 24

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

Answer 24

Use a structured document called a continual improvement register

Question 25

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

Answer 25

Relationship management

Question 26

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

Answer 26

Technical skills

Question 27

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

Answer 27

An application is not available during the business hours

Question 28

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

Answer 28

To capture demand for incident resolution and service requests

Question 29

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

Answer 29

Informational, warning, and exception

Question 30

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

Answer 30

The costs removed by the service and the costs imposed by the service

Question 31

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

Answer 31

A set of interconnected activities that an organization performs to deliver a valuable product or service to its consumers

Question 32

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

Answer 32

Optimize and automate

Question 33

Who defines the requirements for a service?

Service provider

Customer

User

Sponsor

Answer 33

Customer

Question 34

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

Answer 34

Any change of state that has significance for the management of a service or other configuration item

Question 35

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

Answer 35

Release management

Question 36

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

Answer 36

When a service provider delivers goods

Question 37

Q
Which practice is responsible for moving components to live environments?

SELECT THE CORRECT ANSWER

Change control

Release management

IT asset management

Deployment management

Answer 37

Deployment management

Question 38

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.

Answer 38

A deliverable created by carrying out an activity.

Question 39

Which value chain activity ensures the availability of service components?

Improve

Engage

Obtain/build

Deliver and support

Answer 39

Obtain/build

Question 40

Which practice ensures that stakeholders’ needs are understood and product and services are prioritized appropriately?

Continual improvement

Relationship management

Change control

Service desk

Answer 40

Relationship management