Quiz

Question 1

Which of the following events is an example of a service request?

Answer 1

A new application needs to be installed on a computer.

Question 2

Which option is an objective example of customer experience (CX)?

Answer 2

On-time delivery of what was ordered

Question 3

What is the key message of the Keep it simple and practical guiding principle?

Answer 3

Always use the minimum number of steps to accomplish an objective

Question 4

________ is/are a reasonable approach to the management of a particular type of change

Answer 4

Change models

Question 5

Which statement is FALSE about the role of measurement in the Start where you are guiding principle?

Answer 5

Direct observation should never be the preferred option

Question 6

Which role of the Service Design phase should ensure that all service definitions are documented and communicated to all relevant parties?

Answer 6

Service Catalog Manager

Question 7

The central element in the SVS is the _____, an operating model which outlines the key activities required to demands and facilitate value realization through the creation and management of products and services.

Answer 7

Service value chain

Question 8

Which definition BEST describes an incident?

Answer 8

an unplanned disruption to an IT service

Question 9

What is defined as “a request from a user or a user’s authorized representative that initiates a service action which has been agreed upon as a normal part of service delivery”?

Answer 9

service request

Question 10

Which role is responsible for identifying and understanding the current and future service requirements of customers and documenting them in the Service Level Agreement (SLA) and Service Level Requirement (SLR) documents?

Answer 10

Service Level Manager

Question 11

Which statement is true regarding the relationship between problem management activities and incident management activities?

Answer 11

They can both complement or conflict with each other

Question 12

Which entity is actually responsible for paying for a service?

Answer 12

customer

Question 13

Which issue has a workaround or solution documented?

Answer 13

known error

Question 14

Which service asset value is based on availability and reliability?

Answer 14

warranty

Question 15

Which process of the Service Operation phase is concerned with minimizing the impact of an incident?

Answer 15

Incident Management

Question 16

A person or group who authorizes a change is known as a(n) _____

Answer 16

change authority

Question 17

Which of the following statements is FALSE regarding outputs of services?

Answer 17

They are a result for a stakeholder

Question 18

Which aspect of Information Security Management ensures that data is complete, accurate, and protected against modification?

Answer 18

integrity

Question 19

Which step of the continual improvement model is most closely linked with the Start where you are guiding principle?

Answer 19

Where are we now?

Question 20

Which of the following is NOT part of service consumption?

Answer 20

Fulfillment of the agreed service actions

Question 21

What is the primary use of the Definitive Media Library (DML)?

Answer 21

to store and protect all authorized versions of software and documentation

Question 22

There has been a data breach detected in an organization’s database. What kind of change should be implemented to fix this issue?

Answer 22

emergency change

Question 23

Which of the following activities does NOT apply to error control?

Answer 23

documenting workarounds

Question 24

Which change needs to be scheduled, assessed, and authorized following a process?

Answer 24

normal change

Question 25

What is defined as “a model for enabling on-demand network access to a shared pool of configurable computing resources that can be rapidly provided with minimal management effort or provider interaction”?

Answer 25

Cloud computing

Question 26

Which of the following is NOT a cost a consumer needs to consider when assessing the value of a service?

Answer 26

Security breaches

Question 27

Which entity is responsible for the outputs of service delivery?

Answer 27

Provider

Question 28

Which value chain activity focuses on ensuring continual improvements of products, services, and practices across all value chain activities and the four dimensions of service management?

Answer 28

Improve

Question 29

Which type of agreement specifies the level, scope, and quality of services to be provided to the customers?

Answer 29

Service Level Agreement (SLA)