Practice Exams Flashcards
Why should service desk staff detect recurring issues?
A) To help identify problems
B) To engage the correct change authority
C) To escalate incidents to the correct support team
D) To ensure efficient handling of service requests
A) To help identify problems
What is an output?
A) Something created by carrying out an activity
B) A possible event that could cause harm or loss
C) A result for a stakeholder
D) A change of state that has significance for the management of a CI
A) Something created by carrying out an activity
Identify the missing word in the following sentence.
A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
A) Risks
B) Outputs
C) Outcomes
D) Costs
C) Outcomes
What does the ‘service request management’ practice depend on for maximum efficiency?
A) Incident Management
B) Compliments and complaints
C) Processes and procedures
D) Self-service tools
C) Processes and procedures
Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.
A) Analyzed
B) Escalated
C) Closed
D) Logged
A) Analyzed
Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?
A) Think and work holistically
B) Keep it simple and practical
C) Focus on value
D) Collaborate and promote visiblity
D) Collaborate and promote visiblity
Which practice provides support for managing feedback, compliments and complaints from users?
A) Problem management
B) Service request management
C) Change enablement
D) Incident management
B) Service request management
What is the definition of a service?
a) The means by which an organization is directed and controlled
b) A set of specialized organizational capabilities for enabling value to customers
c) A method for visualizing work, identifying potential blockages and resource conflicts, and managing work in progress
d) A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
d) A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
Identify the missing word(s) in the following sentence. Utility is the [?] offered by a product or service to meet a particular need.
a) Assurance
b) Promise
c) Functionality
d) Outcome
c) Functionality
Dion Training has decided to offer two membership levels to their training programs. The first membership level includes all of their video courses, practice exams, and study guides for a single monthly fee. This plan does not provide the students with the actual exam voucher to take the certification exams, though. What term best describes this membership level which provides several services for a single price?
a) An outcome
b) Value
c) A service offering
d) An output
c) A service offering
Which describes outputs?
a) Tangible or intangible deliverables
b) Functionality offered by a product or service
c) Results for a stakeholder
d) Configuration of an organization’s resources
a) Tangible or intangible deliverables
Which guiding principle is most affected by the customer experience (CX)?
a) Progress iteratively with feedback
b) Focus on value
c) Think and work holistically
d) Start where you are
b) Focus on value
Dion Training Solutions wants to build a new service to automatically fulfill exam voucher orders for students. Currently, exam vouchers are fulfilled manually by a staff member once the order is received from the student by copying and pasting the voucher number from a spreadsheet into an email template and sending out the email to the students. Before attempting to automate this fulfillment process, the team lead takes an inventory of the current services, processes, and procedures that are being used by the voucher fulfillment team to see if they might be able to be reused. What guiding principle best describes this scenario?
a) Focus on value
b) Collaborate and promote visibility
c) Start where you are
d) Keep it simple and practical
c) Start where you are
You are working to design a new service for internal use across your organization. As part of your design efforts, you form a small team with relevant stakeholders from the human resources, information technology, sales, and other relevant departments to ensure the service adequately meets each department’s needs and hope this results in great acceptance of the service when delivered. Which guiding principle best describes this scenario?
a) Focus on value
b) Collaborate and promote visibility
c) Start where you are
d) Keep it simple and practical
b) Collaborate and promote visibility
Assign these to the respective dimension of service management
a) Workflow management and inventory systems
b) Roles and responsibilities
c) Contracts and agreements
d) Security and compliance
A) Information & Technology
B) People & Organization
C) Suppliers & Partners
D) Information & Technology
What operating model outlines the key activities required to respond to demand and facilitate value realization through the creation and management of products and services?
a) Continual improvement
b) Service value chain
c) Practices
d) Guiding principles
b) Service value chain
Which value chain activity includes portfolio decisions for design and transition?
a) Engage
b) Improve
c) Plan
d) Deliver and support
c) Plan
Which incidents should be logged?
a) Only an incident that cannot be immediately resolved
b) Every incident should be logged
c) Any incident that occurs more than once
d) Only incidents that are not solved using self-help tools
b) Every incident should be logged
Fill in the blank. Service requests and their fulfillment should be [?] and automated to the greatest degree possible.
a) Uniquely handled
b) Standardized
c) Creatively solved
d) Ignored
b) Standardized
What is a service level agreement used for?
a) To measure the performance of services from a customer’s point of view
b) To measure the performance of the service availability
c) To measure the performance of the service capability
d) To measure the performance of the service from the service provider’s point of view.
a) To measure the performance of services from a customer’s point of view
What should be included in every service level agreement?
a) Detailed metrics to capture availability of the system
b) Metrics for system response time
c) Clearly defined service outcomes
d) Number of emails sent per hour
c) Clearly defined service outcomes
What is the definition of utility?
a) The assurance that a product or service will meet agreed requirements
b) A possible event that could cause harm or loss, or make it more difficult to achieve objectives
c) The functionality offered by a product or service to meet a particular need
d) A tangible or intangible deliverable that is produced by carrying out an activity
c) The functionality offered by a product or service to meet a particular need
Identify the missing word(s) in the following sentence. A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.
a) Outcomes
b) Cost
c) Outputs
d) Benefits
a) Outcomes
What is the purpose of the ‘problem management’ practice?
a) Ensuring that services deliver agreed levels of availability or that change can be assessed
b) Supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
c) Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible
d) Reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
d) Reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
Identify the missing word in the following sentence. [?] management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
a) Availability
b) Event
c) Incident
d) Problem
c) Incident
Identify the missing word in the following sentence. Service [?] management is the practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets.
a) Capacity
b) Availability
c) Request
d) Level
d) Level
You have been assigned to a team that has been asked to identify how your consumers use a particular service, what the service helps them to do, and how the service helps them to identify their goals. Which of the guiding principles should best be applied in your situation?
a) Focus on value
b) Progress iteratively with feedback
c) Collaborate and promote visibility
d) Think and work holistically
a) Focus on value
Your company has recently engaged a new supplier to provide you with 3 routers that will handle 1 Gbps of throughput. They are scheduled for installation in three months. Your team is currently configuring the devices in preparation for installation into the network architecture based upon the design requirements. Which value chain activity would best categorize your configuration actions in this scenario?
a) Design and transition
b) Engage
c) Obtain/build
d) Deliver and support
c) Obtain/build
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?
a) Where do we want to be
b) How do we get there
c) Where are we now
d) Take action
b) How do we get there
You are attempting to print a document from your workstation to the network printer in your office. The print job failed when you attempted to print, so you called the service desk for assistance. What term best describes your issue?
a) Problem
b) Event
c) Incident
d) Resolution
c) Incident
Your company has decided to install a service management tool that provides incident management as one of its functions. What is the benefit of using an incident management system?
a) It can provide automated resolution and closure of complex incidents
b) It can ensure that incidents are resolved within the agreed upon timeframe in the service level agreement (SLA)
c) It can provide automated matching of incidents to problems or known errors
d) The system can provide specialized knowledge for solving complicated incidents
c) It can provide automated matching of incidents to problems or known errors
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
a) Scripts for collecting initial information about incidents
You are working as a service desk analyst. Within the last hour, you have received 13 calls about users being unable to log on to the network. There appears to be something wrong with the domain controller. What would you classify this scenario as?
a) Incident
b) Workaround
c) Problem
d) Event
c) Problem
How does ‘service request management’ contribute to the ‘deliver and support’ value chain activity?
a) It ensures that users continue to be productive when they need assistance from the service provider
b) It collects user-specific requirements, sets expectations, and provides status updates
c) By initiating standard changes to fulfill service requests
d) It acquires pre-approved service components to help fulfill service requests
a) It ensures that users continue to be productive when they need assistance from the service provider
What is an example of an action a service request management employee would undertake as part of the ‘obtain/build’ activity?
a) Analyzing data to identify opportunities to provide new service request options
b) Ensuring users continue to be productive when they need assistance from the service provider
c) Acquiring pre-approved service components to help fulfill service requests
d) Initiating standard changes to fulfill service requests
c) Acquiring pre-approved service components to help fulfill service requests
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?
a) Your supervisor’s data is based on operational metrics
b) Your supervisor’s data is based on business metrics
c) Your supervisor’s data is based on availability metrics
d) Your supervisor’s data is not based on business outcomes
d) Your supervisor’s data is not based on business outcomes
How does ‘service level management’ contribute to the ‘improve’ value chain activity?
a) Uses feedback from users about the service and requirements from customers to make the service better
b) Provides feedback from interactions with customers into new or changed services
c) Provides information about the actual service performance and trends
d) Collects feedback during interactions and communicates service performance objectives to the operations and support teams
a) Uses feedback from users about the service and requirements from customers to make the service better
You are working as a service desk manager. One of your analysts has created a new workaround for a problem that has been causing issues for users for the last few hours. To ensure all users across the network are notified of this workaround, you decide to post the workaround on the front page of your user service portal on the intranet. During which value chain activity would this occur?
a) Plan
b) Improve
c) Engage
d) Obtain/build
c) Engage
What is an example of an action a service request management employee would undertake as part of the ‘design and transition’ activity?
a) Ensuring users continue to be productive when they need assistance from the service provider
b) Collecting user-specific requirements, setting expectations, and providing status updates
c) Acquiring pre-approved service components to help fulfill service requests
d) Initiating standard changes to fulfill service requests
d) Initiating standard changes to fulfill service requests
Which practice is responsible for moving components to live environments?
a) Change enablement
b) Release management
c) IT asset management
d) Deployment management
d) Deployment management
Which practice identifies metrics that reflect the customer’s experience of a service?
a) continual improvement
b) service desk
c) service level management
d) problem management
c) service level management
Which guiding principle recommends that the four dimensions of service management are considered?
a) think and work holistically
b) progress iteratively with feedback
c) focus on value
d) keep it simple and practical
a) think and work holistically
Which pratice has the purpose of making new and changed services and features available for use?
a) change enablement
b) service request management
c) release management
d) deployment management
c) release management
What is the purpose of the supplier management practice?
a) To ensure that the organization’s suppliers and their performance are managed appropriately to support the seamless provision of quality products and services
b) To align the orgnaization’s practices and services with changing business needs through the ongoing identification and improvement of services
c) to ensure that the organization’s suppliers and their performance are managed appropriately at strategic and tactical levels through coordinated marketing, selling, and delivery activities
d) to ensure that accurate and reliable information about the configuration of suppliers’ services is available when and where it is needed
a) To ensure that the organization’s suppliers and their performance are managed appropriately to support the seamless provision of quality products and services
How should an organization adopt continual improvement methods?
a) use a new method for each improvement the organization handles
b) select a few methods for the types of improvement that the organization needs
c) build the capacity to use as many improvement methods as possible
d) select a single method for all improvements that the organization handles
b) select a few methods for the types of improvement that the organization needs
What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?
a) A change request is submitted to the change enablement
b) Problem management restores the service as soon as possible
c) The problem remains in the known error status
d) The problem record is deleted
c) The problem remains in the known error status
Which two practices are typically involved in the implementation of a problem solution?
Continual improvement
Change enablement
What should all ‘continual improvement’ decisions be based on?
a) Details of how services are measured
b) Accurate and carefully analyzed data
c) An up-to-date balanced scorecard
d) A recent maturity assessment
b) Accurate and carefully analyzed data
How does customer engagement contribute to the ‘service level management’ practice?
- It captures information that metrics can be based on
- It ensures the organization meets defined service levels
- It defines the workflows for service requests
- It supports progress discussions
a) 1 and 2
b) 2 and 3
c) 3 and 4
d) 1 and 4
d) 1 and 4
The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organziaton’s objectives.
Sevice value system
Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?
Collaborate and promote visibility
What is the means of enabling value co-creation by facilitating outcomes that customers want to achieve?
A service
What does the ‘service request management’ practice depend on for maximum efficiency?
a) Compliments and complaints
b) Self-service tools
c) Processes and procedures
d) Incident management
c) Processes and procedures
What should be done for every problem?
a) It should be diagnosed to identify possible solutions
b) It should be prioritized based on its potential impact and probability
c) It should be resolved so it can be closed
d) It should have a workaround to reduce the impact
b) It should be prioritized based on its potential impact and probability
How should an organization include third-party suppliers in the continual improvement of services?
a) Ensure suppliers include details of their approach to service management in contracts
b) Require evidence that the supplier uses agile development methods
c) Require evidence that the supplier implements all improvements using project management practices
d) Ensure that all supplier problem management activities result in improvements
a) Ensure suppliers include details of their approach to service management in contracts
Which is intended to help an organization adapt and adopt ITIL guidance?
a) The four dimensions of service management
b) The guiding principles
c) The service value chain
d) Practices
b) The guiding principle
What is the reason for using a balanced bundle of service metrics?
a) It reduces the number of metrics that need to be collected
b) It reports each service element separately
c) It provides an outcome-based view of services
d) It facilitates the automatic collection of metrics
c) It provides an outcome-based view of services
Which practice has a purpose that includes helping the organization to maximize value, control costs and manage risks?
IT asset management
