Mock Test One

Question 1

Which guiding principle is most affected by CX (customer experience)?

Answer 1

Focus on value

Question 2

Which are the two main focus of “Organization and people”?

Answer 2

Roles and responsibilities

Question 3

Which one is not a MAIN focus for “partner and suppliers”?

Answer 3

Workflow management and inventory systems

Question 4

Which ITIL concept describes the Service Value Chain?

Answer 4

SVS or Service Value system

Question 5

What is “schedule change” NOT used for?

Answer 5

For developing features

Question 6

How can you make sure to solve first the incidents that have a major impact?

Answer 6

By implementing incident classification

Question 7

Which incidents should be logged?

Answer 7

Every incident should be logged with no exclusion

Question 8

Which is NOT a phase in problem management?

Answer 8

Problem classification is not

Question 9

What should be always included in the SLA?

Answer 9

Clearly defined service outcomes.

Question 10

How is defined any valuable component that can contribute to deliver an IT service or product?

Answer 10

As an IT asset

Question 11

(T/F) Service desks should always be a physical team in a single fixed location.

Answer 11

False

Question 12

(T/F) Service desks should be designed based on your organization, its business processes, and the user requirements.

Answer 12

True

Question 13

(T/F) Service desks should always use a virtual service desk to save money.

Answer 13

False

Question 14

(T/F) Service desks should always be local to the organization they support.

Answer 14

False

Question 15

What activity is the main channel for communication and collaboration with users?

Answer 15

Service desk

Question 16

A change that must be implemented as soon as possible because it is required to resolve an incident or security issue.

Answer 16

emergency change

Question 17

Who is responsible for approving a change within the organization?

Answer 17

Change authority

Question 18

A sponsor is a person who authorizes ___ for service consumption.

a) Outcomes
b) Requirements
c) Outputs
d) Budget

Answer 18

d) Budget

Question 19

The ___ is the practice of capturing demand for incident resolution and service requests.

Answer 19

service desk

Question 20

The functionality offered by a product or service to meet a particular need.

Answer 20

utility

Question 21

What does a centralized service desk require?

Answer 21

A knowledge base

Question 22

Service desk receives a call where a user left the workstation and after coming back the laptop does not connect to the wifi. Which scenario is it?

Answer 22

Incident

Question 23

Service desk has received 13 calls all reporting a connectivity issue, which scenario is it?

Answer 23

Problem

Question 24

After 13 calls of reporting the connectivity issue the team has identified the issue in a broken switch that will be replaced in the next hours, calls keep coming. How should help desk categorize them?

Answer 24

As known error

Question 25

After receiving calls reporting the same issue the IT team has found a workaround and posted it in the intranet for the users, which activity of the service value chain is this?

Answer 25

Engage

Question 26

A user called reporting that he can’t connect to the office’s printer, which scenario is this?

Answer 26

Incident

Question 27

What type of service desk is, if the whole team has been located in the same building or physical location?

Answer 27

Centralized

Question 28

Definition of accetable criteria

Answer 28

A list of minimum requirements that an IT service or service component must have, to be considered acceptable by the key stakeholders.

Question 29

Which Value Service Chain activity ensures the availability of service components?

Answer 29

Obtain and build

Question 30

Your company has purchased 3 new routers that will be available in the next month, in the meanwhile your team is making all the necessary configurations. Which activity of the service value chain is this?

Answer 30

Obtain and build

Question 31

Which is NOT a component of the service value system?

a) Opportunity and demand
b) The service value chain
c) Governance
d) Continual improvement

Answer 31

a) Opportunity and demand

Question 32

Which of the following is NOT an activity within the service value chain?

a) Service relationships
b) Improve
c) Design and Transition
d) Obtain/Build

Answer 32

a) Service relationships

Question 33

Which ITIL concept describes continual improvement?

Answer 33

Service value system

Question 34

What is NOT a phase in problem management?

a) Problem identification
b) Error control
c) Problem control
d) Incident logging

Answer 34

d) Incident logging

Question 35

Which of the four dimensions is concerned with “the supporting information and knowledge needed to deliver and manage the services”?

a) Partners and suppliers
b) Information and technology
c) Value streams and processes
d) Organization and people

Answer 35

b) Information and technology

Question 36

Which of these are a key focus of the ‘value streams and processes’ dimension?

a) Workflow management and inventory systems
b) Activities that transform inputs into outputs
c) Roles and responsibilities
d) Contracts and agreements

Answer 36

b) Activities that transform inputs into outputs

Question 37

Which service management dimension is focused on an organization’s relationships with other organizations in order to deliver its services?

Answer 37

Partners and suppliers

Question 38

Which guiding principle is concerned with an understanding of how all the parts of an organization work together in an integrated way?

Answer 38

think and work holistically

Question 39

Which guiding principle is focused on increasing communication both within the project and outside of it?

a) Keep it simple and practical
b) Collaborate and promote visibility
c) Progress iteratively with feedback
d) Optimize and automate

Answer 39

b) Collaborate and promote visibility

Question 40

Which of the following is NOT a valid source of service level management data to use in analyzing your service level agreements?

a) Customer feedback
b) Competitor’s metrics
c) Operational metrics
d) Business metrics

Answer 40

b) Competitor’s metrics