QA 41-60

Question 1

Which guiding principle helps to ensure that better information is available for decision making?
A. Keep it simple and practical
B. Think and work holistically
C. Optimize and automate
D. Collaborate and promote visibility

Answer 1

D. Collaborate and promote visibility

Question 2

Which practice has a purpose that includes observing a service to report selected changes of state identified as events?
A. Information security management
B. Monitoring and event management
C. Incident management
D. Change control

Answer 2

B. Monitoring and event management

Question 3

Which describes a standard change?
A. A change that needs to be scheduled, assessed and authorized following a defined process
B. A change that is typically implemented as a service request
C. A high-risk change that needs very thorough assessment
D. A change that must be implemented as soon as possible

Answer 3

B. A change that is typically implemented as a service request

Question 4

How does information about problems and known errors contribute to ‘incident management’?
A. It enables quick and efficient diagnosis of incidents
B. It removes the need for regular customer updates
C. It removes the need for collaboration during incident resolution
D. It enables the reassessment of known errors

Answer 4

A. It enables quick and efficient diagnosis of incidents

Question 5

Which practice owns and manages issues, queries and requests from users?
A. Incident management
B. Service desk
C. Change control
D. Problem management

Answer 5

B. Service desk

Question 6

What defines the requirements for a service and takes responsibility for the outcomes of service consumption?
A. An IT asset
B. A customer
C. A configuration item (CI)
D. A user

Answer 6

B. A customer

Question 7

Which stakeholders co-create value in a service relationship?
A. Investor and supplier
B. Consumer and provider
C. Provider and supplier
D. Investor and consumer

Answer 7

B. Consumer and provider

Question 8

Which describes normal changes?
A. Changes that are low-risk and pre-authorized
B. Changes that need to be scheduled and assessed following a process
C. Changes that are typically initiated as service requests
D. Changes that must be implemented as soon as possible

Answer 8

B. Changes that need to be scheduled and assessed following a process

Question 9

What is the expected outcome from using a service value chain?
A. Service value streams
B. Customer engagement
C. Value realization
D. The application of practices

Answer 9

C. Value realization

Question 10

Which statement about outcomes is CORRECT?
A. Outcomes are one or more services that fulfill the needs of a service consumer
B. Service providers help service consumers achieve outcomes
C. Outcomes help service consumers achieve outputs
D. Helping service consumers achieve outcomes reduces service provider costs

Answer 10

B. Service providers help service consumers achieve outcomes

Question 11

Which skill is an essential part of the 'service level management' practice?
A. Technical knowledge
B. Listening
C. Diagnosis
D. Problem analysis

Answer 11

B. Listening

Question 12

What are the three phases of ‘problem management’?
A. Problem logging, problem classification, problem resolution
B. Incident management, problem management, change enablement
C. Problem identification, problem control, error control
D. Problem analysis, error identification, incident resolution

Answer 12

C. Problem identification, problem control, error control

Question 13

Which is a purpose of the ‘engage’ value chain activity?
A. Meeting expectations for quality, costs and time-to-market
B. Providing transparency and good relationships
C. Ensuring the continual improvement of services
D. Ensuring that the organization’s vision is understood

Answer 13

B. Providing transparency and good relationships

Question 14

Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the [?] that support them, is available when and where it is needed.
A. suppliers
B. CIs
C. customers
D. assets

Answer 14

B. CIs

Question 15

What is described by the service value system?
A. How all the components and activities of the organization work together as a system to enable value creation
B. Services based on one or more products, designed to address needs of a target consumer group
C. Joint activities performed by a service provider and a service consumer to ensure continual value co-creation
D. How to apply the systems approach of the guiding principle think and work holistically

Answer 15

A. How all the components and activities of the organization work together as a system to enable value creation

Question 16

Which practice requires that staff demonstrate excellent customer service skills, such as empathy and emotional intelligence?
A. Problem management
B. Supplier management
C. Release management
D. Service desk

Answer 16

D. Service desk

Question 17

What is defined as any component that needs to be managed in order to deliver an IT service?
A. A service request
B. A configuration item (CI)
C. An incident
D. An IT asset

Answer 17

B. A configuration item (CI)

Question 18

Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?
A. Progress iteratively with feedback
B. Focus on value
C. Think and work holistically
D. Keep it simple and practical

Answer 18

D. Keep it simple and practical

Question 19

Which two statements about the ‘service request management’ practice are CORRECT?
1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests
A. 1 and 2
B. 2 and 3
C. 3 and 4
D. 1 and 4

Answer 19

A. 1 and 2

1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests

Question 20

What is an IT asset?
A. Any financially valuable component that can contribute to delivery of an IT product or service
B. Any component that needs to be managed in order to deliver a service
C. A request from a user mat initiates a service action
D. The removal of anything that could have a direct or indirect effect on services

Answer 20

A. Any financially valuable component that can contribute to delivery of an IT product or service