Practice Test 2 Flashcards
What is the effect of increased automation on the ‘service desk’ practice?
A. Greater ability to focus on customer experience when personal contact is needed
B. Decrease in self-service incident logging and resolution
C. Increased ability to focus on fixing technology instead of supporting people
D. Elimination of the need to escalate incidents to support teams
A greater ability to focus on customer experience when personal contact is needed
Which term describes the functionality offered by a service?
Utility
Which is the purpose of the ‘monitoring and event management’ practice?
A. To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
B. To systematically observe services and service components, and record and report selected changes of state
C. To protect the information needed by the organization to conduct its business
D. To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
To systematically observe services and service components, and record and report selected changes of state
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
Accurate and carefully analyzed data
How do all value chain activities transform inputs to outputs
By using a combination of practices
How does customer engagement contribute to the ‘service level management’ practice
It captures information that metrics can be based on
and
Ensures the organization meets defined service levels
What is the starting point for optimization?
Understanding the vision and objectives of the organization
Identify the missing words in the following sentence:
The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization’s objectives.
A. ‘focus on value’ guiding principle
B. four dimensions of service management
C. service value system
D. ‘service request management’ practice
C. service value system
Which practice provides support for managing feedback, compliments, and complaints from users?
Service Request Management
Which join activity performed by a service provider and service consumer ensures continual value co-creation?
Service Relationship management.
Which practice may involve the initiation of disaster recovery?
A. Incident management
B. Service request management
C. Service level management
D. IT asset management
A. Incident management.
What type of change is MOST likely to be managed by the ‘service request management practice?
Standard change
Which guide principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?
A. Focus on value
B. Collaborate and promote visibility
C. Think and work holistically
D. Keep it simple and practical
Collaborate and promote visibility
What is a means of enabling value co-creation by facilitating outcomes that customers want to achieve?
A service
Which dimension of service management considers governance, management and communication?
Organizations and people
