Mock test Two

Question 1

What is usually included as part of ‘incident management’?

a) Scripts for collecting initial information about incidents
b) Detailed procedures for the diagnosis of incidents
c) Authority to implement changes to a system
d) Observation of all services and service components to identify any change in state

Answer 1

a) Scripts for collecting initial information about incidents

Question 2

You are in a quarterly service level management review with your supervisor. The manager asks your supervisor if the service desk has been meeting their SLA target metrics. Your supervisor proudly proclaims that everything is ‘green’ (meaning, we are meeting all of the targets). Just then, another executive asks, “If everything is showing as ‘green’, why am I hearing other users complain that the service is always unavailable for use?” What might be the reason for this?

Your supervisor’s data is ___.

a) based on operational metrics
b) based on business metrics
c) based on availability metrics
d) not based on business outcomes

Answer 2

d) not based on business outcomes

Question 3

The purpose of the ___ practice is to ensure that accurate and reliable information about the configuration of services and the configuration items that support them are available when and where needed.

Answer 3

service configuration management

Question 4

The purpose of the ___ practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.

Answer 4

service request management

Question 5

___ is the practice of ensuring that risks are properly assessed, authorizing changes to proceed, and managing a change schedule in order to maximize the number of successful IT changes.

Answer 5

change enablement

Question 6

What is usually included as part of ‘incident management’?

a) Detailed procedures for the diagnosis of incidents
b) Formalized processes for logging incidents
c) Observation of all services and service components to identify any change in state
d) Authority to implement changes to a system

Answer 6

b) Formalized processes for logging incidents

Question 7

Which of the following is NOT a problem identification activity?

a) Detecting duplicate and recurring issues
b) Logging an incident
c) Performing trend analysis of incident records
d) Analysis of multiple incidents that may be linked together

Answer 7

b) Logging an incident

Question 8

If your company is using a single service desk located in one office building to support users from around the world, what type of service desk might this be?

a) Virtual
b) Centralized
c) Follow-the-sun
d) Local

Answer 8

b) Centralized

Question 9

Your laptop only has a 256GB of SSD storage installed. You have been traveling for work for the last 2 weeks and have downloaded a lot of video files to your internal storage device. Your computer is having issues because there is not enough free space. You called your service desk, but since you are out of the country, they cannot remotely back up all the files on your laptop. They recommend that you move the large files from your internal storage device (256GB SSD) to an external hard drive to free up some available space. Unfortunately, you don’t have an external hard drive with you, so you will purchase one at the store later today. How would you classify this situation and the solution recommended?

a) Incident
b) Workaround
c) Problem
d) Known error

Answer 9

d) Known error

Question 10

You have just been promoted to the role of the Service Desk manager. The manager before you loved metrics, and the Service Desk is currently spending numerous hours per week creating reports based on over 150 different metrics they call ‘measures of effectiveness’. You believe there are simply too many metrics being collected and begin an analysis of each one to determine if is it providing valuable information. For the ones you find without value, you eliminate the requirement to track and report on those metrics. Which guiding principle are you following in this scenario?

Answer 10

Keep it simple and practical

Question 11

You are working as part of an improvement initiative and your team would like to release a new module into the existing Customer Relationship Management system. Which type of change should you initiate?

Answer 11

Normal

Question 12

Which step of the continual improvement model states that “each improvement initiative should support the organization’s goals and objectives”?

Answer 12

b) What is the vision

Question 13

When working within the ‘what is the vision’ step of the continual improvement model, what must you ensure to occur?

a) The high-level direction of the initiative has been understood
b) The detailed steps of how to achieve your objectives
c) What metrics you will use to measure success
d) The current processes being used

Answer 13

a) The high-level direction of the initiative has been understood

Question 14

Management has set a goal to reduce the number of physical servers in the datacenter by 10% this year. Your team is responsible for creating a plan to migrate 50% of the physical servers into virtualized systems. Which step of the continual improvement model are you currently working on?

Answer 14

How do we get there

Question 15

During which step of the continual improvement model do you create your objective baseline measurement?

a) What is the vision
b) Where do we want to be
c) How do we get there
d) Where are we now

Answer 15

d) Where are we now

Question 16

During which step of the continual improvement model is change management and release management usually performed?

a) Take action
b) Where do we want to be
c) What is the vision
d) Where are we now

Answer 16

a) Take action

Question 17

Which of these are influencing factors for partner and supplier strategy, choose two?

Corporate hospitality
Resource scarcity
Demand patterns
Personal relationship with supplier

Answer 17

Resource scarcity
Demand patterns

Question 18

Which management practice is used when restoring operations back to normal as quickly as possible?

a) Problem management
b) Monitoring and event management
c) Availability management
d) Incident management

Answer 18

d) Incident management

Question 19

The change control practice seeks to ___ the number of successful IT changes.

a) optimize
b) maximize
c) balance
d) control

Answer 19

b) maximize

Question 20

Which practice seeks to return to normal service operation as quickly as possible?

a) availability management
b) service desk
c) incident management
d) problem management

Answer 20

c) incident management

Question 21

Variations are a key driver for the need to ___.

a) rationalize tool chains
b) implement infrastructure-as-code
c) meet about things like changes and releases
d) implement continuous delivery

Answer 21

c) meet about things like changes and releases

Question 22

We value the first four ways over ___.

a) enlightening and empowering people
b) engineering and enforcing end-to-end process activities
c) enacting and enabling outcomes
d) lowering barriers and increasing enablers

Answer 22

b) engineering and enforcing end-to-end process activities

Question 23

When improving moments of truth, our primary focus is on improving what two things?

a) end-to-end processes and the functions that take part in them
b) the activities of each moment of truth, and their sequence
c) the interactions themselves and the settings in which they take place
d) the inputs and outputs of each moment of truth

Answer 23

c) the interactions themselves and the settings in which they take place

Question 24

Practices, properly construed, are ___.

a) what people do to drive toward the outputs of their functions
b) what people do to drive toward outcomes
c) what people do to comply with processes
d) what people do to comply with governance directives only

Answer 24

b) what people do to drive toward outcomes

Question 25

In which kind of practices do we have activities, patterns and practices that we apply or modify to accommodate the situation as it changes, to produce the best outcome in response to a changing situation?

a) adaptive
b) deterministic
c) emergent
d) processes

Answer 25

a) adaptive

Question 26

How was, the lightweight approach introduced at the inception of service management, called?

a) improving “moments of truth”
b) process reengineering
c) Lean service management
d) Agile service management

Answer 26

a) improving “moments of truth”

Question 27

Can you apply the concept of service relationships using the seventh way, individual, team and organization-level reflection and action?

a) No, as service relationships exist only at the organizational level.
b) No, as the approach is not applicable here.
c) No, as service relationships exist only at the organizational and team levels.
d) Yes, as service relationships exist at all three levels.

Answer 27

d) Yes, as service relationships exist at all three levels.

Question 28

When determining priority of addressing issues rated green, yellow, red, and grey, all other things being equal, what should the order be?

a) Address grays first.
b) Address reds first.
c) Address reds and yellows first.
d) Address red (critical) items first, along with greys (make these unknowns known). Then address yellows.

Answer 28

d) Address red (critical) items first, along with greys (make these unknowns known). Then address yellows.

Question 29

Which concept includes the management of the customer’s resources for service?

a) Service provision
b) Service relationship management
c) Service relationship
d) Service consumption

Answer 29

d) Service consumption

Question 30

What is an example of how you’d start applying “enacting and enabling outcomes”?

a) Start by identifying the outcomes for each service and practice, and rating each as unknown, good, degraded, or broken.
b) Start by identifying the activities of each process and their sequence.
c) Start by identifying the activities within each function and their owner.
d) Start with a SWOT assessment.

Question 31

Which practice is responsible for moving new or changed components to live or other environments?

a) Deployment management
b) Change enablement
c) Release management
d) Supplier management

Answer 31

a) Deployment management

Question 32

Which practice has a strong influence on the user experience and perception of the service provider?

a) Service desk
b) Supplier management
c) Service level management
d) Change enablement

Answer 32

a) Service desk

Question 33

Which is one of the MAIN concerns of the ‘design and transition’ value chain activity?

a) Understanding stakeholder needs
b) Ensuring service components are available
c) Understanding the organization’s vision
d) Meeting stakeholder expectations.

Answer 33

d) Meeting stakeholder expectations.

Question 34

ITIL management practices are ___.

a) key activities in the service value chain
b) processes and functions
c) sets of organizational resources designed for performing work or accomplishing an objective
d) key elements of the service lifecycle–each practice is associated with a phase of the lifecycle where it ‘first becomes important’

Answer 34

c) sets of organizational resources designed for performing work or accomplishing an objective

Question 35

Which practice aligns an organization’s practices/services with changing business needs through ongoing identification and improvement of all elements of effective management of products/services?

a) engage
b) plan
c) continual improvement
d) strategy management

Answer 35

c) continual improvement

Question 36

What are the tree types of events?

a) incidents, problems and requests
b) anticipated, unanticipated, and exceptional
c) informational, warning, and exception
d) planned, unplanned, and exception

Answer 36

c) informational, warning, and exception

Question 37

Which practice seeks to set clear business-based targets for service performance so service delivery can be properly assessed, monitored, and managed against the targets?

a) incident management
b) service-level management
c) the service desk
d) capacity and performance management

Answer 37

b) service-level management

Question 38

Deployment management is concerned with moving new or changed components to what?

a) the live, testing, and staging environments
b) the testing environment only, as release management handles release to the live environment
c) the staging environment only, as release management handles release to the live environment
d) the live environment only

Answer 38

a) the live, testing, and staging environments

Question 39

Which practice has a purpose that includes managing risks to confidentiality, integrity, and availability?

a) Problem management
b) Information security management
c) Service configuration management
d) Change enablement

Answer 39

b) Information security management

Question 40

Betsy has been hired by your company to lead the process improvement efforts. You have shared with her the overall vision for the process improvement and she begins to analyze your current resources, processes, and metrics. What step of the continual improvement model is Betsy performing?

a) What is the vision
b) Where do we want to be
c) How do we get there
d) Where are we now

Answer 40

d) Where are we now